Team Leader, Contact Center

About the role

The Contact Center Team Leader will oversee daily operations of a high‑volume customer service environment, ensuring service standards, performance metrics, and continuous improvement initiatives are met. This role acts as a bridge between frontline agents and management, applying company policies and the Open Door principle to foster a collaborative and ethical workplace.

Key responsibilities

• Manage contact‑center staffing, scheduling, and shift adherence in partnership with workflow teams.
• Monitor and interpret performance reports, call trends, and key metrics to drive process enhancements.
• Implement process‑improvement plans, escalating issues and recommending solutions based on customer feedback and trend analysis.
• Ensure compliance with standard operating procedures, reporting tools, and industry best practices.
• Communicate promotions, offers, and product information to customers while handling escalations and ticketing workflows.

Required profile

• Strong leadership and communication skills with the ability to coach and motivate agents.
• Analytical mindset to identify root causes and propose actionable improvements.
• Customer‑focused attitude, adept at active listening and adapting communication styles.
• Ability to work under pressure, meet deadlines, and adapt to changing priorities.

Required skills

• Proficiency with ticketing systems and standard reporting tools.