Contact Center Team Leader
As a key professional in this role, you will play a pivotal part in supporting the successful launch and expansion of operations for one of our high-profile technology clients.
This is an opportunity to lead and motivate a team of associates to achieve strategic objectives and implement a strong working environment aligned with industry-specific needs and company standards.
* You will be responsible for recruiting and onboarding new talent, guiding hiring decisions, and integrating new staff into the team.
* Lead, coach, and develop your team to meet performance goals and service-level agreements by providing coaching and constructive feedback, resolving performance gaps, and handling escalated customer cases.
* Collaborate with other departments to coordinate staffing, training schedules, and ensure consistently high-quality interactions between teams.
* Track operational metrics to identify performance trends and proactively address issues that impact team performance.
The ideal candidate possesses:
* A high school diploma or equivalent.
* At least 2 years of leadership experience in high-volume Contact Center operations, preferably in organizations handling compliance frameworks.
* Fluency in English at a C1 level.
* Proficiency in MS Office - experience with Zendesk and Five9 is a plus.
* Deep understanding of contact center metrics and reporting, with a curious mindset for diagnosing performance trends.
Benefits include:
* Innovative Culture: Be part of a forward-thinking team where creativity, collaboration, and new ideas are celebrated.
* Global Impact: Play a critical role in shaping the future of global outsourcing and customer experience management.
* Career Growth: Enjoy significant opportunities for professional development and career advancement within a rapidly growing organization.