Contact Center Team Lead

Job Summary

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

Key Responsibilities

• Manage customer interactions across various channels and monitor agent performance through audits and feedback
• Serve as an escalation point for complex customer issues and assist during high volume periods
• Champion a customer-centric culture and ensure compliance with regulations and internal policies

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 with CRM tools such as Zendesk is preferred
• Strong interpersonal skills and demonstrated leadership ability