Care Team Leader

The primary purpose of the Contact Centre Team Leader is to manage, guide, and support a team of converged contact center agents (Mobile/Fixed) to ensure the delivery of exceptional customer service. This role includes overseeing the team's day-to-day operations, ensuring service levels are consistently achieved, and fostering an environment that encourages continuous improvement and high employee engagement. The Team Leader will be responsible for coaching agents, managing performance, and acting as a key point of contact for escalating customer issues, ensuring efficient problem resolution. Through effective leadership and operational management, the Contact Centre Team Leader contributes to both customer satisfaction and the achievement of organizational goals.