Job Summary:Our organization is seeking an experienced Contact Center Lead to oversee the management of our call center staff, driving performance and sustainable growth.Main Responsibilities:Contribute to setting goals for specific team membersDirect new hires in their onboarding processProvide support and guidance to employees through regular feedback sessionsAnticipate potential issues and intervene when necessaryStreamline processes to optimize employee motivationMonitor key metrics such as call abandonment and time spent on holdMaintain adherence to policies regarding attendance and established proceduresKeep senior leadership informed of emerging trends and challengesCompile comprehensive reports highlighting individual and team performanceKey Skills and Qualifications:Proven experience as a call center supervisor or similar management roleExcellent customer service skills are essentialEnglish language proficiency requiredWorking knowledge of Microsoft Office applicationsTechnical expertise with familiarity of telephone systems and related softwareUnderstanding of effective performance evaluation strategiesExceptional communication and interpersonal skillsResults-driven approachStrong organizational and leadership abilitiesRequirements:Effective communication and interpersonal skillsAble to motivate and lead team membersOrganizational and time management skillsResults-focused mindsetAbout Us:We seek talented individuals who share our passion for delivering exceptional customer experiences and leading high-performing teams.