Team Lead (gn) - Location Romania

We are looking for a dynamic and motivated individual to lead and develop a team of agents in our Customer Service department. This role involves monitoring team performance, coordinating resources, and improving processes to ensure high-quality service and an excellent customer experience.

Responsibilities:

• Lead and motivate a team of agents to meet individual and team KPIs.
• Conduct regular 1-on-1 coaching sessions, team meetings, and performance reviews.
• Identify performance gaps and create action plans to address them.
• Support training initiatives to enhance process knowledge and skills.
• Manage the team’s holiday planning throughout the year to ensure operational coverage.
• Conduct annual performance and development meetings to evaluate progress and set future goals.
• Monitor and manage real-time team performance, tracking KPIs such as staffing levels, workload distribution, and service levels.
• Adjust staffing and resources as needed to address fluctuations in demand.
• Proactively identify and resolve operational challenges, such as high volumes, system issues, or agent availability gaps, to maintain seamless workflow and meet performance targets.
• Analyze team performance and generate reports for senior management.
• Identify trends and areas for improvement based on data insights.
• Present regular updates on team progress and challenges.
• Collaborate with stakeholders to resolve process bottlenecks and customer pain points.
• Work with Quality, Training, and Process Managers to align on improvement plans.
• Act as a communication bridge between management and the team, ensuring clear and effective communication.
• Proactively identify areas for process optimization and efficiency improvements.
• Drive initiatives to streamline workflows and enhance the customer experience.
• Participate in projects aimed at improving tools, systems, or internal procedures.