Johannesburg: US Contact Centre Team Leader posted by Isilumko Staffing

We are seeking an experienced and culturally aware Contact Centre Team Leader to manage a team focused on the US market. This position requires a strong understanding of US culture and involves night shift work to align with US business hours.

Key Responsibilities
– Lead and manage a team of contact center agents, ensuring quality customer interactions and service standards.
– Oversee team performance, providing training, coaching, and support to achieve KPIs.
– Drive effective resolution of customer inquiries, focusing on a high level of customer satisfaction.
– Collaborate with cross-functional teams to enhance processes and customer experience.
– Monitor team metrics, identify trends, and develop strategies to improve efficiency.

Requirements
– Minimum 5 years of contact center experience, with at least 2 years in a supervisory role.
– Knowledge of US culture and familiarity with US customer service expectations.
– Strong communication and leadership skills.
– Ability to work night shifts and adapt to a dynamic work environment.

Be part of a team dedicated to delivering exceptional service for our US clientele. Apply today!