رجوعقدّم الآن
دوام كاملوظائف مكتبية
Contact Center Team Leader - Digital
Contact CentersE - Commerceمن مقر العمل
الوصف الوظيفي
We are seeking a highly motivated and results-driven Contact Center Team Leader to oversee the daily operations of our contact center team. The ideal candidate will lead by example, coach team members, monitor performance metrics, and ensure service excellence across all customer touchpoints. This role plays a critical part in maintaining high levels of customer satisfaction, operational efficiency, and team engagement.
المسؤوليات
· Lead, coach, and motivate a team of contact center agents to deliver exceptional customer service and meet performance targets (AHT, FCR, CSAT, etc.)
· Monitor daily operations to ensure compliance with quality standards and KPIs
· Conduct regular 1:1s, team meetings, and performance reviews with agents
· Handle escalated customer issues with professionalism and urgency
· Support workforce planning by managing shifts, breaks, and attendance
· Provide ongoing training and development opportunities to upskill the team
· Collaborate with other departments (e.g., IT, QA, Operations) to resolve issues and improve processes
· Analyze performance reports and implement action plans to improve results
· Ensure adherence to company policies, procedures, and compliance standards
المتطلبات
· Proven experience (2+ years) in a contact center or customer service environment in a supervisory or team leader role
· Strong leadership and people management skills
· Excellent communication, conflict resolution, and coaching abilities
· Comfortable working with KPIs and performance analytics
· Ability to work under pressure and manage multiple priorities
· Bachelor’s degree in business, communications, or related field (preferred)