Contact Center Team Lead

Job Summary

A company is looking for a Contact Center Team Lead who will oversee daily operations and ensure high-quality customer service.

Key Responsibilities

• Monitor and manage customer interactions across various channels, providing coaching and feedback to agents
• Serve as an escalation point for complex customer and client issues, handling calls and tickets as needed
• Champion a customer-centric culture while ensuring compliance with regulations and quality assurance standards

Required Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field
• Minimum of 3 years of experience in operations or contact center management, with at least 3 years in a leadership role
• Proven record in managing operations and omnichannel contact centers
• Experience working with CRM tools such as Zendesk and external vendors
• Strong leadership ability to coach and mentor teams through change and innovation