Contact Center Team Leader

The Contact Center Team Leader will oversee a team of customer service representatives, ensuring that high-quality support is delivered to clients while driving performance improvements and employee engagement. This role is essential in maintaining operational excellence and enhancing customer satisfaction within a fast-paced outsourcing environment.

• Lead and manage a team of customer service representatives in achieving performance metrics and service level agreements.
• Provide coaching, feedback, and development opportunities for team members to enhance their skills and performance.
• Monitor call and service requests throughput, ensuring adherence to company policies and quality standards.
• Analyze team performance data to identify trends and areas for improvement, implementing solutions as necessary.
• Collaborate with other departments to ensure consistent communication and a seamless customer experience.
• Conduct regular team meetings to relay important updates, encourage best practices, and foster a positive work environment.
• Handle escalated customer complaints and complex issues, providing resolution in a timely manner.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 2 years of experience in a contact center environment, with at least 1 year in a leadership role.
• Strong understanding of contact center operations and customer service principles.
• Proficient in data analysis and reporting tools to track team performance metrics.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a team.
• Ability to manage multiple priorities in a fast-paced environment and deliver results under pressure.
• Familiarity with CRM software and workforce management tools.