Are you passionate about driving performance and creating a positive team culture? We’re looking for a Customer Service Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.
What You’ll 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 ...