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Customer Service Team Lead

hace 2 meses

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{"title": "Engagement Centre Supervisor", "description": "

**ROLE PROFILE**

**JOB TITLE: Engagement Centre Supervisor***

**ROLE SUMMARY**

**As a key member of our Engagement Centre team, you will be responsible for leading and supervising a team of customer service representatives to deliver exceptional service to our consumers and distributors in the US.**

**Your primary role will be to oversee the daily operations of your team, ensuring service hours coverage, preparing and coordinating business reviews with upper management, and handling escalations from clients and customers.**

**You will also be responsible for completing all reports assigned in a timely manner, complying with service level agreements, and developing proactive remediation improvement plans.**

**In addition, you will prepare and support continuous improvement initiatives, oversee staff administration, and coordinate with the Quality Assurance team to ensure that due procedures and quality standards are strictly adhered to.**

**To succeed in this role, you will need to have a strong track record of KPI delivery, experience in a call centre environment, and the ability to lead, motivate, and keep engaged high-performance teams.**

**If you are a motivated and results-driven individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.**

****

**ESSENTIAL**

**Experience Required**

**- C1 English level**

**- At least 3 years experience as a call centre supervisor, team lead or other related operational positions with at least 5 direct reports**

**- Strong KPI Delivery track record**

**- At least one migration experience of operation of contact centre service line**

**- Experience of contact centre best practices**

**- Demonstrated organizational skills**

**- Experience multitasking**

**Technical / Functional / Leadership Skills Required**

**- Advanced use of Microsoft Office (Excel, Powerpoint, Word) & flow chart programs**

**- Ability to work in a fast-paced environment with changing priorities**

**- Ability to lead, motivate and keep engaged high performance teams**

**- Bachelor's degree in related field**

**BENEFICIAL**

**- Salesforce Knowledge**

**- Genesys Knowledge**

"}