People Lead, Contact Center
Core
Lead and develop customer service representatives to ensure exceptional service delivery and operational efficiency for high-value merchant clients.
Role type
Senior People Lead (Contact Center Operations)
Builds
Customer service operations and team performance for payments business owners
Domain
Payments / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Team leadership, coaching, performance management, operational oversight, process improvement, data analysis, contact center technology proficiency
Preferred skills
Managing multiple teams, workforce management experience, quality monitoring experience
Responsibilities
Lead, coach, and develop customer service representatives; oversee day-to-day call center operations and workforce resources; drive customer satisfaction and service excellence; analyze operational metrics and KPIs to identify improvement opportunities.
Seniority
Senior, hands-on IC
