About this role
We are seeking a dynamic and experienced Team Leader to oversee and guide a team of chat agents providing exceptional support to customers. In this role, you will lead your team to deliver outstanding service, maintain compliance with internal and regulatory standards, and drive continuous improvement. The ideal candidate will possess strong leadership skills, a customer-centric approach, and the ability to inspire and motivate their team in a fast-paced environment. As a Team Leader, you will monitor performance, provide coaching and feedback, and ensure your team meets service and operational objectives. You'll foster a culture of empathy, adaptability, and excellence, enabling your team to handle complex customer interactions with confidence and professionalism. A critical part of the role involves acting as a coach and mentor to team members, enabling them to apply empathy and emotional intelligence when dealing with customers in challenging situations. You'll support your team in resolving complex complaints, promoting digital self-service options, and guiding customers toward external debt advice where necessary. Additionally, you will be responsible for identifying opportunities for continuous improvement, providing actionable insights to management, and contributing to operational efficiency through effective resource planning, KPI management, and process enhancements