Ervaren Teamleider (voor vestiging Highway)
Based in Suriname
Core
Leading a contact center team to ensure service delivery meets contractual KPIs and financial targets.
Role type
Senior Team Lead (Contact Center)
Builds
Customer service operations and support for clients
Domain
Contact Center / Customer Support
Required skills
Team coaching and performance management, KPI monitoring, conflict resolution, stakeholder communication, process adherence, scheduling management
Preferred skills
Experience in contact center industry, ability to work under pressure, multilingual communication
Technologies
Contact center software, CRM systems
Responsibilities
Monitor attendance and performance, coach staff weekly, handle escalated customer calls, organize team meetings, ensure KPI compliance, manage team schedules
Seniority
Senior, hands-on IC