Contact Centre Team Lead

Summary

Lead a contact centre team to deliver a luxury, personalized client experience across channels while driving sales and long‑term client loyalty. Be accountable for achieving commercial and client experience targets through strategic planning and hands‑on execution. Support team development and operational excellence to ensure consistent, high‑quality client interactions.

Responsibilities

• Communicate business goals and track team progress against sales and client experience targets.
• Coach, train, and develop team members to elevate client service and performance.
• Oversee day‑to‑day execution of strategies, monitor quality and productivity, and optimize resource allocation.
• Manage performance issues, lead regular team huddles, and partner with learning and planning teams to address gaps.
• Ensure consistency with operational procedures and compliance with internal controls.

Requirements...