Senior Team Leader - Customer Service - Remote

Overview

The position of Senior Team Leader within our Customer Service (CS) team represents a professional evolution from the Team Leader role. It is designed for individuals who have been key references within the team, demonstrating expertise in their projects and strong leadership potential.

In Short

• Supervise daily operations and guide team performance.
• Ensure KPI achievement and act as a liaison between teams.
• Identify and optimise processes, including AI integration.
• Conduct performance reviews and propose innovative solutions.
• Collaborate with cross-functional teams for continuous improvement.
• Manage Team Leader schedules and service coverage.
• Generate detailed reports on team performance.
• Drive collaboration and innovation within the team.
• Support HR processes and monitor team development.
• Communicate the department's vision and align goals.

Requirements

• Proven experience in a leadership role within Customer Service.
• Strong analytical skills and ability to identify process improvements.
• Excellent communication and collaboration skills.
• Experience with AI-based tools and solutions.
• Ability to manage multiple tasks and priorities effectively.
• Strong understanding of performance metrics and reporting.
• Experience in training and developing team members.
• Ability to foster a positive work environment.
• Proficiency in using reporting tools and software.
• Ability to adapt to changing business needs.

Benefits

• Opportunity for professional growth and development.
• Dynamic and collaborative work environment.
• Access to innovative tools and technologies.
• Supportive leadership and mentorship.
• Flexible working arrangements.
• Competitive salary and benefits package.
• Regular team-building activities.
• Focus on work-life balance.
• Recognition of team achievements.
• Contribution to process improvements and innovation.