Team Leader

About the Role

We are seeking an experienced and dedicated Team Leader to join our growing organization. The ideal candidate will have a strong background in coaching for empathy, proven experience in contact center operations, and a history of achieving and exceeding KPIs and targets.

Key Responsibilities

• Lead, manage, and coach a team of call center agents, ensuring they provide empathetic and effective customer service.
• Monitor and evaluate team performance against established KPIs and targets, implementing corrective action plans as needed.
• Develop and maintain a strong understanding of the company's products, services, and policies to support the team.
• Conduct regular one‑on‑one coaching sessions, team meetings, and performance evaluations, providing feedback and guidance to help agents grow.
• Work closely with other team leaders and management to share best practices, identify areas for improvement, an...