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Seniority (Customer support, client care)
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Oasis Outsourcing
Outsourcing + 1 more
Description
Are you a people‑first leader who thrives in fast‑paced, KPI‑driven environments? We’re looking for an experienced Team Leader to guide and inspire a team of Network Solutions Agents handling towing and roadside assistance requests for our Service Partners.
This is a hands‑on leadership role where your impact will be felt daily driving performance, coaching talent, and ensuring outstanding service delivery across providers, partners, and customers. If you’re passionate about operational excellence and developing high‑performing teams, this role is for you.
Requirements
- Advanced English level (minimum B2+ / C1 preferred).
- Minimum 1–2 years of experience as a Team Leader or Supervisor in a call center environment.
- Strong experience working in KPI‑driven operations (AHT, CSAT, QA, productivity, attendance).
- Background in customer service, preferably in high‑volume or 24/7 environments.
- Strong leadership, coaching, and people‑management skills.
- Excellent communication, conflict resolution, and decision‑making abilities.
- High level of organization and ability to manage multiple priorities simultaneously.
- Availability to work rotating 24/7 shifts.
Nice to Have
- Experience in roadside assistance, towing, logistics, or similar operational environments.
- Experience handling escalations and negotiating service solutions.
- Familiarity with performance monitoring tools and call center platforms.
Responsibilities
Key Responsibilities
- Lead, coach, and motivate a team of call center agents to consistently meet and exceed performance KPIs.
- Monitor real‑time performance, attendance, and adherence to schedules in a 24/7 operation.
- Provide ongoing feedback, coaching sessions, and performance improvement plans when required.
- Ensure agents deliver high‑quality service, including effective call handling, issue resolution, and de‑escalation of complex or escalated cases.
- Act as the first point of escalation for complex provider, partner, or customer issues before involving senior Network or Operations teams.
- Support training, nesting, and onboarding processes to reduce early attrition and ensure agent readiness.
- Identify attrition risks and engagement issues within the team and proactively address them.
- Ensure compliance with internal policies, procedures, and service standards.
- Collaborate closely with Operations, Training, QA, and Workforce teams to drive continuous improvement.
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