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    • US Contact Centre Team Leader - Johannesburg - Isilumko Staffing (JHB)

    Isilumko Staffing (JHB)
    Isilumko Staffing (JHB) Johannesburg

    5 days ago

    Isilumko Staffing (JHB) background
    Description

    We are seeking an experienced and culturally aware Contact Centre Team Leader to oversee a team focused on the US market. This role requires a deep understanding of US culture and involves working non-traditional hours to align with US business needs.

    Key Responsibilities:

    • Lead and manage a team of contact center agents, ensuring high-quality customer interactions and adherence to service standards.
    • Oversee team performance, providing training, coaching, and support to achieve key performance indicators (KPIs).
    • Drive effective resolution of customer inquiries, prioritizing customer satisfaction and loyalty.
    • Collaborate with cross-functional teams to enhance processes and improve the overall customer experience.
    • Monitor team metrics, identify trends, and develop strategies to optimize efficiency and productivity.

    Requirements:

    • Minimum 5 years of contact center experience, with at least 2 years in a supervisory or leadership role.
    • Knowledge of US culture and familiarity with US customer service expectations and preferences.
    • Strong communication and leadership skills, with the ability to motivate and guide a team.
    • Ability to work flexible schedules, including night shifts and weekends, as needed.

    About the Role:

    This is an exceptional opportunity for a motivated and experienced Contact Centre Team Leader to join our team and contribute to delivering exceptional service for our US clientele.

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