ABOUT THE POSITION

The Team Leader will be responsible for managing and driving a team of inbound Contact Centre employees to achieve service levels through an agreed turnaround time. The Team Leader will act as the point of contact for all escalations and queries and ensure resolution while driving a culture of customer-centricity and performance excellence.

Key Responsibilities may include but are not limited to:

• Manage and support a team of inbound contact centre agents
• Drive team performance in line with client and SLA requirements
• Ensure consistent adherence to quality assurance standards
• Handle team escalations and operationalqueries
• Monitor performance trends and report on KPIs, appraisals, and incentives
• Troubleshoot system issues and liaise with IT for resolution
• Ensure compliance with SOPs and contactcentre procedures
• Maintain accurate absent...