We are seeking a dedicated Team Leader for our Customer Support Centre. This pivotal role involves overseeing a team of customer support representatives, ensuring the delivery of efficient and high-quality customer interactions. The position demands strong leadership, exceptional communication abilities, and C1-level language proficiency for effective stakeholder engagement and service excellence.

Lead, mentor, and motivate your customer support team to achieve key performance indicators including service levels, quality, productivity, and customer satisfaction. Oversee daily operations, manage task allocation, and ensure prompt resolution of customer inquiries and escalations.

Provide consistent coaching and performance feedback through one-on-one sessions and quality reviews. Address complex customer issues with professionalism to maintain a positive experience. Monitor performance metrics such as response times, resolution rates, and customer satisfaction scores.

Uphold process guidelines, compliance standards, and company policies. Identify opportunities for process improvement and recurring customer issue resolution. Support new hire onboarding and ongoing team training. Collaborate with internal teams to enhance service delivery.

A graduate degree in any discipline is required, with additional certifications in customer service, communication, quality, or people management being advantageous. Previous experience in a customer support, contact centre, or service operations role is essential.

Demonstrated experience in a team lead, senior representative, SME, quality support, or supervisory capacity is preferred. Proven ability to manage team performance, coach representatives, and drive operational success is crucial.

Possess C1-level language proficiency with strong verbal and written communication skills. Excellent customer focus, analytical abilities, and effective problem-solving skills are necessary. Familiarity with contact centre tools, CRM systems, and Microsoft Office is expected.