Team Leader - Call Center - Remote

Overview

The Team Leader will manage a team of call center agents, ensuring service excellence for HALA’s B2B VIP customers. This role involves monitoring daily operations, providing guidance, and supporting agents in delivering high-quality service.

In Short

• Supervise and support a team of call center agents, ensuring adherence to service protocols.
• Monitor performance metrics and provide coaching to ensure agents meet or exceed KPIs.
• Address escalated customer inquiries and complaints to ensure timely and satisfactory resolution.
• Conduct regular team meetings to discuss performance, updates, and feedback.
• Collaborate with Quality and Training teams to identify improvement areas and training needs.

Requirements

• Bachelor's degree preferred, with 3+ years of experience in a contact center.
• Proven leadership and coaching abilities.
• Strong problem-solving skills and the ability to handle escalated situations effectively.

Benefits

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.