Quality Process Excellence Supervisor

The Inbound Call Centre Team Leader role involves not only leading and motivating the team but also effectively coaching and supporting Specialists. This includes overseeing day-to-day activities with a strong emphasis on maintaining and improving service quality. Conducting team and one-on-one meetings ensures that the team is consistently updated on relevant issues impacting their role in Customer Care. The Team Leader also actively maintains high levels of morale and motivation within the team, serving as a role model for leadership. With a problem-solving mindset, the leader encourages initiative-taking to enhance Net Promoter Score (NPS) and minimize customer effort, fostering a customer-centric and proactive work culture.