Since the year 2000, OEC has grown globally to more than 1,000 employees with a double-digit revenue increase nearly every year. We provide a lively culture, employee rewards and recognition, and the opportunity to develop and implement innovative technology solutions.
Job Summary/Objective
We're seeking a dynamic and empathetic Team Leader to guide a high-performing call center team. This role is pivotal in driving customer satisfaction, operational excellence, and team morale. The ideal candidate is a strategic communicator, a hands-on coach, and a champion of accountability and transparency. This is an ideal opportunity for a telesales professional who is ready to step into their first leadership role.
Key Responsibilities & Duties
* Lead, motivate, and develop a team of call center agents to meet and exceed performance targets.
* Monitor daily operations, ensuring adherence to KPIs, service levels, and quality standards.
* Conduct regular coaching sessions, regular feedback and team huddles.
* Foster a culture of professionalism, fairness, and recognition through clear communication and follow-up.
* Handle escalated customer issues with empathy and resolution-focused thinking.
* Collaborate with cross-functional teams to improve processes and customer experience.
* Analyse performance data to identify trends, gaps, and opportunities for improvement.
* Support onboarding and training of new team members.
* Reinforce company values and drive engagement through motivational messaging and transparent leadership.
Education
A bachelor's degree from an accredited college or university is required, with a focus in Sales, General Business, or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered.
Experience, Skills and Key Competencies
At least 2 years of experience in a call center or customer service role, with a proven track record of building and maintaining effective customer relationships. Experience of leading an automotive parts project and of leading a team would be preferred although not essential.
Must also be able to demonstrate the following skills and abilities:
* Strong organisational skills.
* Exceptional written and verbal communication skills.
* Ability to coach and motivate others.
* Able to effectively consult with individual customer locations, understanding current business processes, and suggesting efficiency changes.
* Proven experience in a call center or customer service role.
* Strong interpersonal and communication skills.
* Analytical mindset with the ability to interpret data and drive performance.
* Experience with CRM systems, call monitoring tools, and performance dashboards.
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