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

What Youll 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 to exceed expectations while balancing business needs.
• Quality Assurance:Monitor calls to maintain high-quality standards, with a minimum of Meets Expectations and a stretch goal of Exceeds Expectations.

What Were Looking For

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem-solving abilities.
• Familiarity with Zendesk and CRM systems is a plus.

Why Join Us?

• Be part of a dynamic, supportive team.
• Opportunities for growth and development.
• Competitive salary and performance-based incentives.

Ready to lead and make an impact? Apply now and help deliver exceptional service every day!

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