Key Responsibilities:

Team Management:

Performance Monitoring:

Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts).
Set and track performance targets and KPIs.
Implement strategies to achieve and exceed performance goals.

Quality Assurance:

Operational Management:

Reporting:

Training and Development:

Compliance:

Ensure compliance with company policies, procedures, and regulatory requirements.
Maintain up-to-date knowledge of industry trends and best practices.

Qualifications:

Experience:

Minimum 5 years of experience in a contact center environment.
Proven experience in a supervisory or team leader role, preferably in an international voice contact center.

Skills:

Team Leader - Operations