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US Contact Centre Team Leader

2 months ago

Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

Overview

We are seeking an experienced and culturally aware Contact Centre Team Leader to manage a team focused on the US market. This position requires a strong understanding of US culture and involves night shift work to align with US business hours.

Key Responsibilities

  • Lead and manage a team of contact center agents, ensuring quality customer interactions and service standards.
  • Oversee team performance, providing training, coaching, and support to achieve KPIs.
  • Drive effective resolution of customer inquiries, focusing on a high level of customer satisfaction.
  • Collaborate with cross-functional teams to enhance processes and customer experience.
  • Monitor team metrics, identify trends, and develop strategies to improve efficiency.

Requirements

  • Minimum 5 years of contact center experience, with at least 2 years in a supervisory role.
  • Knowledge of US culture and familiarity with US customer service expectations.
  • Strong communication and leadership skills.
  • Ability to work night shifts and adapt to a dynamic work environment.