Customer Contact Team Lead

The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximizing revenue generation through direct selling and ancillary income to achieve their team s sales and service goals, as part of the broader Customer Care Department (CCD) performance objectives.

Manage the performance of the defined team to contribute to the overall CCD results and deliver excellent service to all customers.

Encourage team members to take ownership of service delivery and have their individual contributions to CX.

Create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports.

Motivate the team and lead by example.

Key Responsibilities

Operational leadership

People Development and Performance Management

E&A

Requirements

Academic qualifications

Knowledge, skills, training and experience