At Movate we are seeking a dynamic and motivated Team Lead to oversee the day-to-day operations. The successful candidate will be responsible for managing and supporting a team of customer service agents, ensuring operational excellence, and maintaining high levels of customer satisfaction. This role requires strong leadership skills, a customer-first mindset, and the ability to foster a positive and productive work environment. Key Responsibilities : Team Management: Supervise and provide guidance to a team of customer service agents, ensuring they meet performance targets and deliver outstanding service to customers. Performance Monitoring: Track and assess individual and team performance against key metrics (KPIs), providing coaching and development opportunities to improve results. Customer Experience: Ensure a seamless and welcoming experience for all customers by maintaining high standards of service at the Aruba Welcome Center. Training and Development: Conduct training sessions and regular coaching to develop team members' skills and keep them up to date on product knowledge and service protocols. Problem Solving: Handle escalations and resolve customer issues promptly, using discretion and effective communication to address concerns. Operational Efficiency: Manage scheduling, attendance, and workflow to ensure adequate coverage and efficient operations. Reporting: Compile and present reports on team performance, customer feedback, and other key metrics to management. Collaboration: Work closely with other departments to align on objectives, share insights, and address any cross-functional challenges. Continuous Improvement: Identify areas for process improvements and implement strategies to enhance service quality and operational efficiency. Requirements : Proven experience of minimum 1 year in a leadership or supervisory role in a contact center. Excellent communication and interpersonal skills, with the ability to motivate and support team members. Strong problem-solving abilities and a customer-centric approach to resolving issues. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Proficient in using Microsoft Office and CRM systems. Advanced English is required Schedule Flexibility. On-Site positions Benefits and perks: indefinite contract Good job environment #J-18808-Ljbffr