Team Lead - Contact Center
Core
Lead and manage a team of service experts providing customer assistance and emergency support via phone in the automotive sector.
Role type
Senior Team Lead (Performance & People Manager)
Builds
Customer service operations and emergency support workflows
Domain
Automotive industry + Contact Center operations
Required skills
Team leadership, performance management, KPI analysis, queue management, resource management, quality assurance, data analytics, process improvement, scheduling, payroll administration, recruitment support, coaching
Preferred skills
University degree in Business Administration or Industrial Engineering, strong computer skills, MS Office proficiency (Excel, Word, PowerPoint, Outlook), English B2+/C1
Technologies
MS Office suite, internal contact center systems
Responsibilities
Monitor and improve daily operational KPIs, manage team workload and prioritization, implement quality assurance processes, conduct coaching and performance appraisals, handle disciplinary measures, manage scheduling and payroll, lead status and planning meetings, participate in recruitment