Team Leader – Customer Contact Operations

Overview

You will lead a frontline customer contact team to deliver consistent, high-quality service across multiple channels. You’ll balance customer experience with productivity while engaging and developing your team. The role drives improvements through data and feedback, and steers automation and digital self-service within a changing environment. You’ll collaborate with cross-functional teams to sustain service excellence and business impact.

Pay / Benefits

• health and life insurance
• paid time off
• parential and care leave
• flexible work options
• confidential counseling
• performance development programs

Responsibilities

• Lead, coach and develop a high-performing customer contact team (≈15 people including two Senior Specialists)
• Deliver against service levels, productivity, quality and customer experience targets
• Manage workload and resources to meet changing customer demand
• Coach colleagues, manage performance and support career development
• Take ownership of complex customer issues and escalations
• Use performance data and customer feedback to identify improvements
• Drive continuous improvement, automation and digital self-service
• Lead team through operational, organizational and technology change
• Partner with Sales, Technical Support, Services, Logistics, Marketing and Customer Care

Key requirements

• Experience leading a customer service, contact centre or customer support team
• Strong people leadership, coaching and performance management skills
• Experience in a fast-paced, customer-focused operation
• Track record of improving customer experience, productivity or operational performance
• Experience leading teams through change
• Strong stakeholder management and influencing skills
• Confidence using data and insights to make decisions
• Ability to manage competing priorities

• People leadership and coaching
• Stakeholder management
• Influencing and collaboration
• Data-driven decision making
• Salesforce
• SAP

…