**Job Responsibilities:** * Responsible for the performance, development, mentoring and coaching of your team to meet and improve departmental metrics. * Ensure team performance by providing motivation and support to enhance engagement and achieve established goals and objectives. * Ensure the team meets all performance indicators using reporting tools and techniques such as interaction monitoring, team meetings and one-on-one sessions. * Serve as the point of contact for agent inquiries, issues, customer escalations, ensuring a high-quality customer experience in every interaction. * Problem resolution, assistance, reliability and reduction of staff turnover. **Requirements:** * \+1 year of experience in a supervisory role, team leader, coordinator, etc. * \+1 year of experience in a contact center within the customer service area. * Strong verbal and written communication skills * Ability to successfully lead and collaborate with staff and cross-functional teams * High attention to detail and a desire to innovate * Customer service orientation. High level of integrity, honesty and judgment. * Ability to manage multiple ongoing tasks and complex projects Job type: Full-time Salary: $15,000.00 \- $20,000.00 per month Benefits: * Option for indefinite contract * Life insurance Work location: On-site employment