SayPro Call Center Team Lead

SayPro; City of London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading call center company in the City of London is looking for a visionary leader to elevate their team. You will develop strategies to enhance productivity, manage escalated calls, conduct audits, and train new hires. The ideal candidate should have 3-5 years of experience in a call center and strong leadership skills. Join to drive success in a dynamic environment offering multiple schedules.

Qualifications

• Minimum 3-5 years of experience in a call center environment.
• Proven experience as a supervisor or team lead in a call center.
• Experience in healthcare, supplements, collections, sales, lead generation, or loan originations.

Responsibilities

• Develop and implement high-impact strategies to boost productivity.
• Manage escalated calls ensuring compliance with procedures.
• Conduct audits to maintain adherence to protocols.
• Craft training sessions to share best practices and feedback.
• Support the integration and training of new hires.

Skills

Strong leadership and team management skills

Experience in sales campaign management or support

Excellent verbal and written communication skills

Proficiency with call center technology

Ability to analyze performance metrics

Strong problem-solving and conflict-resolution skills

Ability to multitask, prioritize, and adapt

Customer-focused with a commitment to delivering exceptional service

Education

Bachelor’s degree preferred

Matric Certificate acceptable

English B2 – C1 proficiency

Tools

CRM systems

Dialers

Performance monitoring tools

Job description

Job description

Seek a visionary leader to elevate our call center team.

Key Responsibilities

• Develop and implement high-impact strategies to boost productivity and quality indicators.
• Manage escalated calls, ensuring seamless compliance with established procedures.
• Conduct thorough audits to maintain adherence to protocols.
• Craft training sessions to share best practices and provide actionable feedback.
• Support the integration and training of new hires.

Education & Experience

• Bachelor’s degree preferred; Matric Certificate acceptable.
• English B2 – C1 proficiency (Berlitz or business level).
• Availability to work Monday – Sunday (5-day work week) with multiple schedules.
• Minimum 3-5 years of experience in a call center environment.
• Proven experience as a supervisor or team lead in a call center.
• Experience in healthcare, supplements, collections, sales, lead generation, or loan originations.

Skills & Competencies

• Strong leadership and team management skills.
• Experience in sales campaign management or support.
• Excellent verbal and written communication skills.
• Proficiency with call center technology (CRM systems, dialers, performance monitoring tools).
• Ability to analyze performance metrics and generate actionable insights.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Customer-focused with a commitment to delivering exceptional service.