Are you passionate about driving performance and creating a positive team culture? Were looking for a Customer Service Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.
What Youll Do
Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of Meets Expectations and a stretch goal of Exceeds Expectations.
What Were Looking For
Proven experience in team leadership within a contact centre or similar environment.
Strong coaching and motivational skills.
Excellent communication and problem-solving abilities.
Familiarity with Zendesk and CRM systems is a plus.
Why Join Us?
Be part of a dynamic, supportive team.
Opportunities for growth and development.
Competitive salary and performance-based incentives.
Ready to lead and make an impact? Apply now and help deliver exceptional service every day!
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