Are you passionate about driving performance and creating a positive team culture? Were looking for a Customer Service Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences. What Youll Do Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets. Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality. Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM. Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels. Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs. Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of Meets Expectations and a stretch goal of Exceeds Expectations. What Were Looking For Proven experience in team leadership within a contact centre or similar environment. Strong coaching and motivational skills. Excellent communication and problem-sol...