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Position title: Contact Centre Team LeaderReporting to: Customer Care ManagerWho can apply:Minimum of 3 years of experience in a customer service or call center environment, with at least 2 years in a leadership role.Proven experience in managing outsourced teams or vendorsBachelor’s degree graduateObjective: To lead and manage Call Center Agents, ensuring maximum efficiency and quality in service delivery. The role involves overseeing day-to-day operations, maintaining high standards, and collaborating closely with all stakeholders to achieve business objectives.Key responsibilities:Lead the CCC team, providing guidance, support, and motivation to ensure high performance and engagement.Monitor and manage service quality, implementing improvements as needed to ensure customer satisfaction.Oversee daily operations, ensuring smooth and efficient workflow, and resolving any issues that may arise.Track key performance indicators to measure the effectiveness of the team, taking corrective actions when targets are not met.Prepare and present regular reports on performance, issues, and improvements to senior management.Ensure training and development plans are maintained for all team membersSupport the Operations Manager to highlight operational risks and areas for improvementCompetencies:Leadership: Strong ability to lead, motivate, and develop a teamCommunication: Excellent verbal and written communication skills, with the ability to convey information clearly and effectivelyProblem-Solving: Strong analytical and problem-solving skills to handle complex issuesTime Management: Ability to manage multiple tasks and prioritize effectivelyCollaboration: Ability to work effectively with internal and external stakeholders
