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15 hours ago
We are seeking a skilled Team Lead Contact Center to manage a team of customer service representatives.
About the RoleThis role involves overseeing daily operations, monitoring performance, and implementing strategies to improve efficiency and customer satisfaction in a fast-paced contact center environment.
- Ensure that the team meets or exceeds performance metrics.
- Maintain accurate records of team performance.
This position requires strong leadership and team management skills, as well as excellent communication skills in English.
Responsibilities- Team Management
- Manage a team of voice and chat agents.
- Provide feedback and coaching to improve skills and productivity.
- Evaluate agent performance.
- Develop and implement training programs.
- Handle escalated customer issues.
- Resolve customer complaints promptly.
A bachelor's degree in business administration, management, or a related field is required. Experience at a bank for an inbound contact center in chat and voice is necessary.
- Minimum of 3 years of experience in a contact center environment.
- Excellent communication skills in English (Spoken/Written).
- Strong leadership and team management skills.
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