14

Call Center Team Lead

 

Purpose:

Here at Techsembly we celebrate cultural diversity. We believe in helping businesses demonstrate their respect for all languages, cultures and lifestyles of the world...by being sensitive and adaptive to the needs of all local markets.

 Our Culture:

The candidate should celebrate diversity, be highly ambitious, and inclusive. We want those candidates who want to change the world for the better and believe they CAN make a difference.

●     Be Ambitious: Think big, Dream Big

●     Be Sensitive: We value diversity and inclusiveness

●     Make it Happen: Believe 100% that there’s always a way to make it work!

 Responsibilities:

● Work closely with the CS team, motivating and coaching them
● Hosting 1-2-1’s and team meetings
● Keeping up to date with business development and new product lines
● Reporting to the Customer Service Manager
● Manage day-to-day line activities, prioritize and make risk/impact
assessments within existing processes and procedures towards achieving
SLAs
● Ensure training and development plans are maintained for all team
members
● Use company methodology, team input and own initiative to ensure
attendance and retention targets are achieved
● Manage the fair and consistent application of performance management
and disciplinary measures as necessary
● Lead and inspire a team of customer support agents to deliver excellent
levels of individual/team performance and customer satisfaction
● Keep up to date with any industry changes affecting the business and
relaying this knowledge back to the team
● Escalate any appropriate problems to senior management
● Support the Senior Manager to highlight operational risks and areas for
improvement
● Prepare Daily Snapshots, Monthly Summary and Annual Overview reports
● Investigate and follow up on escalated and complicated issues
● Conduct regular monitoring and call reviews to ensure that due procedures
and quality standards are adhere to
● Manage staffing and leaves matter
● Drives a resolution-focused environment aimed at delighting the customers

Required Skills and Experience:

● Team Management experience of at least 3 years
● Experience in Coaching effectively with a team of more than 10 people
● Experience as a Team Manager in Contact Center of at least 2 years
● Experience within Customer Service industry of at least 5 years
● Excellent leadership skills and strong communication capabilities
● Strong people-development skills through call listening, quality feedback
● Ability to deal with demanding customers and escalations
● Energetic and motivating individual
● Creative and quick thinking
● Good command of the English language, preferably with a US/UK accent

 

If interested, please send your CV  to careers@techsembly.com

 

“I love that we have such a diverse team from around the globe. It makes every day interesting”

Flexibility, a great company culture with an amazing product to grow and deliver to market. Dynamic Leadership and team that shares mutual goals and interests providing the opportunity to make a difference !

“Good platform for career growth where talent and hard work are recognized and appreciated.”

“It`s been an educational and fun-filled experience working for Techsembly. The leads are always there for help and company provides a good platform for career growth. And having a diverse and global team means to have more festivals and occasions to celebrate.”