We are seeking a dynamic and experienced Contact Centre Team Lead to manage a team of customer service professionals in a high-volume, fast-paced environment. This role is pivotal in driving team performance, improving customer satisfaction, and ensuring seamless day-to-day operations. The ideal candidate will have a passion for delivering exceptional service, mentoring others, and contributing to a customer-first culture.
Key Responsibilities
* Provide direction and support to customer service agents, promoting a culture of accountability, empathy, and high performance.
* Oversee daily workflows and resource planning to ensure efficient and effective service delivery.
* Monitor and evaluate customer interactions to maintain quality standards and promptly address escalated concerns.
* Analyse KPIs such as response times, resolution rates, and customer satisfaction scores to guide coaching and development.
* Collaborate with internal teams to improve systems, including CRM tools, automation, and chatbot capabilities.
* Deliver structured training programs and support team members in upskilling and adapting to new technologies.
* Work closely with departments such as operations, sales, and product to ensure alignment and support continuous improvement initiatives.
* Generate and interpret reports on call volumes, case types, and team metrics to inform decision-making and strategic direction.
Key Requirements
* 3+ years in a contact centre environment, with at least 1 year in a leadership capacity.
* Excellent verbal and written skills, with the ability to remain calm and solution-focused under pressure.
* A proven record of managing, motivating, and developing customer-facing teams.
* Hands-on experience with CRM platforms such as Zendesk, Salesforce, Freshdesk, or similar tools, and familiarity with service automation.
* Strong critical thinking abilities to identify issues and implement quick, effective resolutions.
* Comfortable working in a fast-moving environment, embracing change with a positive and proactive mindset.
* Data-driven approach to performance monitoring and service optimization.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Sales, Administrative, and Business Development
Industries
Food and Beverage Retail and Software Development
#J-18808-Ljbffr