Team Leader

About the role

As a Team Leader, you will play a crucial role in managing and motivating our inbound contact center team. Your leadership skills will be instrumental in guiding the team to achieve outstanding performance and deliver an exceptional customer experience. With a strong understanding of contact center metrics and KPIs, you will drive continuous improvement and ensure operational excellence.

What you'll do

• Play a crucial role in managing and motivating our inbound contact center team
• Lead and manage a diverse team of customer service representatives, providing guidance and support to ensure high performance and motivation
• Monitor and analyze performance data to identify trends, areas for improvement, and opportunities to enhance customer satisfaction
• Ensure the team meets and exceeds defined KPIs and KRAs, including service level, answering level, abandon rate, AHT, occupancy, and utilization
• Maintain open lines of communication with team members, customers, and senior management, ensuring seamless coordination and collaboration

What you need

• CRM
• Customer service
• Learning and development
• Problem solving
• Any graduate