Senior Team Lead Customer Support

Due to the expansion of the project, we are inviting a Senior Team Lead to join our team.
 

Key Responsibilities:
 

• KPI Analysis and Improvement: Monitor key performance indicators, develop and implement strategies for improvement.
• Team Management: Maintain team efficiency and identify risks that may affect performance. Support team development through feedback sessions and regular 1:1 meetings.
• Schedule Management: Coordinate with the analytics department to ensure proper shift coverage; adjust weekly schedules as needed.
• Communication: Maintain a high level of interaction with internal departments to ensure smooth operations.
• Presentation Preparation: Create and deliver effective presentations.
• Meeting Facilitation: Organize and conduct necessary meetings to ensure clarity of processes and team efficiency.
• Financial Reporting: Submit, track, and monitor working hours, payroll, and bonuses.
• Mentorship: Provide guidance and support for new team members.
   

Key Requirements:
 

• Understanding of Outsourcing Contact Center Operations: Previous experience in customer support is essential.
• Organizational Skills: Strong self-discipline, time management, punctuality, and accountability for team results.
• Team-Oriented Approach: Focus on collective success and resolution of workflow inconsistencies.
• Work Experience: At least 3 years in a call center or support service environment.
• Leadership Experience: Minimum of 2 years in a Senior Team Lead or equivalent managerial role.
• English Proficiency: Upper-intermediate (B2) level or higher.
   

We Offer:
 

• Competitive Salary: Stable and competitive compensation.
• Convenient Work Schedule: Five-day work week (Mon–Fri), 9:00 AM to 6:00 PM.
• Comfortable Working Conditions: Cozy office environment or the possibility to work remotely with stable internet and electricity.
• Development Opportunities: Career growth within a dynamic international company.