Team Leader

CSS Corp is the global leader in technology support. Over 140 clients, including Fortune 1000 enterprises, count on our expertise in supporting enterprise and consumer products, managing IT infrastructures (stand-alone, cloud or mobile-enabled), and deploying networks. According to a leading analyst agency, CSS Corp has been listed as a challenger for product and technical support services in its latest report.

• Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
• Oversee running and managing a team of associates daily
• Set targets for all other Team members to meet up with
• Schedule and organize shift patterns for other team members
• Prepare forecasts and budgets for the call center
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents
• Conduct regular review of all associate’s performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Coaching and mentoring of assigned Team member

• Leadership: Oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
• Motivation: Know how to devise effective motivational techniques to improve the performance of their team mates
• Coaching and Mentoring: Great tutors and excellent mentors to their team members
• Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
• Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must be an achiever too
• Multitasking: l handle multiple tasks at the same time without errors and mistakes.
• Experience: 2 years of experience in the equivalent role, experience in a Technical Support account is a MUST

Why Join Us

• 18% Night Differential
• HMO Coverage plus dependent coverage
• Convertible SL credits
• 12 VL, 12 SL and 5 EL
• Fun working environment and spacious office