Job Summary
We are seeking an experienced and culturally aware Contact Centre Team Leader to manage a team focused on the US market. This position requires a strong understanding of US culture and involves night shift work to align with US business hours.
Key Responsibilities
- Lead and manage a team of contact center agents, ensuring quality customer interactions and service standards.
- Oversee team performance, providing training, coaching, and support to achieve KPIs.
- Drive effective resolution of customer inquiries, focusing on a high level of customer satisfaction.
- Collaborate with cross-functional teams to enhance processes and customer experience.
- Monitor team metrics, identify trends, and develop strategies to improve efficiency.
Requirements
- Minimum 5 years of contact center experience, with at least 2 years in a supervisory role.
- Knowledge of US culture and familiarity with US customer service expectations.
- Strong communication and leadership skills.
- Ability to work night shifts and adapt to a dynamic work environment.
Be part of a team dedicated to delivering exceptional service for our US clientele. Apply today!
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