Lead, supervise and motivate the team on a day-to-day basis, ensuring alignment with objectives and priorities
Plan and allocate work, ensuring deadlines and quality
Call auditing and logging
Conduct regular 1:1 meetings and provide continuous feedback
Identify training needs and promote skills development
Monitor KPIs (productivity, quality, results, etc.)
Ensure standardization and process improvement
Act in problem resolution
Foster a healthy work environment focused on autonomy and collaboration

Team Leader – Contact Center

Key skills