Job Description

Are you passionate about driving performance and creating a positive team culture? We’re looking for a Customer Service Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.

What You’ll Do

  • Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.

  • Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.

  • Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.

  • Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.

  • Customer Focus: Handle escalated inquiries and complaints professionally, aiming ...

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