Team Leader

What you'll be doing

1. Manage and lead a team of customer service representatives, providing day-to-day guidance and support.
2. Set and monitor key performance indicators, and implement strategies to drive continuous improvement.
3. Foster a positive, collaborative team environment and champion the company's values and culture.
4. Provide coaching and mentoring to team members, identifying training needs and facilitating development.
5. Collaborate with other departments to ensure seamless service delivery and resolve any customer escalations.
6. Analyze data and generate reports to track team and individual performance
7. Assist with the recruitment and onboarding of new team members as required

What we're looking for

1. Proven experience in a supervisory or team leadership role within a call center or customer service environment
2. Strong communication and interpersonal skills, with the ability to effectively motivate and support a team
3. Excellent problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
4. Proficient in data analysis and reporting, with the ability to use relevant tools and software
5. Adaptable and resilient, with the capacity to thrive in a fast-paced, dynamic environment
6. A genuine passion for people management and a commitment to team development