Customer Service​/Business Support Customer Service Team Leader

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.

• 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.”

• 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.

• 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!