Contact Center Back Office Team Leader

Role Overview

• Manage and coordinate complex customer cases escalated from the Front Office, ensuring end-to-end resolution
• Monitor case progress and ensure timely closure in line with defined SLAs
• Handle and oversee special request types such as contract withdrawals, suspensions, package changes, credit refunds and other commercial exception
• Ensure accurate application and compliance with company policies, procedures, and operational guidelines
• Coordinate with 3rd-level support teams for resolution of complex or technical issues
• Collaborate closely with internal departments (Billing, IT, Provisioning, Treasury, Collections) to resolve cross-functional and pending issues
• Act as a central liaison between Contact Center operations and other business units to ensure seamless case resolution
• Ensure high-quality case handling and consistency in customer request management
• Identify recurring issues and escalate insights to Customer Experience teams for process improvement initiatives
• Lead, support, and develop the Back Office team while monitoring productivity, quality, and performance, and providing continuous feedback and coaching

Requirements

• 3+ years of experience in Customer Service, Contact Center, or Back Office Operations
• Experience handling complex customer requests
• Previous team coordination experience is considered a plus
• Strong ability in managing complex customer cases
• Solid understanding of customer service operations
• Ability to coordinate multiple business functions effectively
• High attention to detail and accuracy
• Structured and analytical thinking
• Customer Centric mindset

Benefits

• A competitive fixed salary package aligned with your experience and expectations
• Hybrid working model
• Private insurance, corporate benefits and perks
• Continuous training and professional development
• Excellent professional environment
• Modern and productive working facilities