Team Leader

We're on the Hunt for a People & Performance Leader

Overview:
We are seeking an experienced and approachable Contact Centre Team Leader to guide and support their customer service team. This role is ideal for someone who thrives in a dynamic environment, values strong relationships, and is passionate about leading a team to deliver exceptional customer experiences.

Key Responsibilities:

• Team Leadership: Lead a group of contact centre agents, providing mentorship, support, and motivation to achieve and surpass performance targets.
• Performance Management: Monitor individual and team performance, offering constructive feedback and implementing strategies for continuous improvement.
• Relationship Building: Foster a positive and collaborative team environment, encouraging open communication and mutual respect.
• Problem Solving: Address escalated customer inquiries with empathy and efficiency, ensuring satisfactory resolutions.
• Continuous Improvement: Identify opportunities to enhance processes and contribute to the overall effectiveness of the contact centre.

Qualifications:

• Proven experience as a Team Leader in a contact centre setting.
• Strong interpersonal and communication skills, with the ability to connect with team members and customers alike.
• Demonstrated ability to manage performance and drive results in a supportive manner.
• Proactive mindset with a knack for identifying areas of improvement and implementing solutions.

Application Process:
Please submit your resume and a cover letter detailing their relevant experience and motivation for applying. Please highlight previous team leadership roles within contact centre environments.