Team Leader - Contact Centre

Are you an experienced leader who is passionate about customer service excellence and developing high-performing teams? Join CIM Finance and play a key role in leading our Contact Centre operations while ensuring exceptional customer experiences across every interaction.

Responsibilities:

• Lead, coach and motivate a team of Contact Centre colleagues to deliver excellent customer service and achieve performance targets.
• Monitor service levels, quality standards, customer satisfaction, productivity, and operational performance.
• Conduct regular one-to-one sessions, provide constructive feedback, and support the development of team members through coaching and training.
• Drive continuous improvement by identifying operational efficiencies, service enhancements, and customer experience opportunities.
• Manage escalations, customer complaints, workforce planning, and roster scheduling to ensure smooth daily operations.
• Support strategic projects and act as a backup to the Contact Centre Manager when required.

Profile

• Diploma in Management, Business Administration, or a related field would be an advantage.
• Minimum 5 years' experience in a Contact Centre or similar customer service environment, including people management responsibilities.
• Strong leadership, coaching, communication, and problem-solving skills.
• Customer-focused, results-oriented, and able to thrive in a fast-paced environment