Job Overview We are looking for a Team Leader to supervise and guide a team of Customer Service Officers within our Contact Center. The successful candidate will be responsible for overseeing daily operations, ensuring service levels are met, and supporting the professional growth of the team.
Key Responsibilities Team Management & Operations - Supervise daily operations and monitor team performance to ensure KPIs and service levels are achieved.
- Provide coaching, feedback, and regular performance reviews to CSOs.
- Manage customer complaints and resolve escalations at the team level.
Reporting & Performance Monitoring - Track and manage reports on team performance.
- Identify operational trends and recommend process improvements.
Administrative & Ad Hoc Support - Assist in administrative duties, including internal and external communications.
- Support audit...