As a Team Leader, you will play a critical role in overseeing the day-to-day activities of the team members, ensuring a high level of service delivery and effective management of resources.

Key Accountabilities
Oversee the day-to-day operations of the Customer Service team, ensuring service levels, productivity, and quality standards are consistently achieved.
Organize, prioritize, and coordinate team activities to ensure efficient workload distribution and optimal utilization of resources.
Monitor team and individual performance against established KPIs, attendance, productivity, and quality metrics, taking corrective action where necessary to ensure targets are met.
Provide regular coaching, feedback, and performance management to support employee growth, engagement, and continuous improvement.
Conduct performance reviews and contribute to the training, onboarding, and development of team members.
Support team members in enhancing their skills, knowledge, and overall effectiveness through ongoing coaching and mentoring.
Ensure adherence to assigned workloads, customer portfolios, data allocations, and operational procedures.
Maintain, update, and promote the use of knowledge base resources, ensuring information remains accurate, and that team members consistently follow documented processes and best practices.
Facilitate knowledge-sharing initiatives to drive consistency, efficiency, and service excellence across the team.
Gather, validate, and communicate team feedback to clients and stakeholders, ensuring information shared is accurate, consistent, and actionable.
Identify, escalate, and monitor operational issues, customer concerns, technical challenges, and other blockers that may impact service delivery.
Collaborate with management and cross-functional teams to resolve issues, improve processes, and enhance overall team performance.
Provide support to internal departments on customer service matters and related operational requirements.
Prepare and communicate reports on team performance, challenges, trends, and recommendations as required.
Perform additional duties and special projects assigned to support business objectives.
 
Qualifications & Experience
• English language proficiency at C1 level or higher (CEFR), with excellent verbal and written communication skills.
• Proven experience as a Sales Team Leader, with a strong track record of leading, coaching, and developing a team of telesales agents.
• Demonstrated ability to drive sales performance, achieve revenue targets, and manage team KPIs in a fast-paced sales environment.
• Strong leadership, coaching, performance management, and stakeholder management skills.