Team Leader Contact Center

Job Description:

• Monitoring daily activity of Digital Center Operations

• Maintaining Contact Center KPIs (CSAT, FCR, AHT, etc.)

• Monitoring Agent performance and quality

• Handling escalations and ticket resolution

• Analyzing performance data and providing regular reports on team achievements, improvement areas, and performance trends

Requirements:

1. Minimum D3

2. Minimum 2 years of experience as a Team Leader, preferably in Contact Center, Fraud Operations, Fraud Investigation, Risk Management, Compliance, or related functions

3. Willing to work on a shifting schedule

4. Experienced in project implementation, team service quality monitoring, efficiency improvement, and KPI achievement

5. Fluent in English, both spoken and written

6. Good communication and strong analytical thinking skills