Team Leader

Summary

Are you a natural leader with a passion for coaching and driving team success? At Fusion CX, we are looking for a dedicated Team Leader in Kingston, Jamaica, to lead a high-performing team of Customer Service Associates (CSAs). In this role, you will not only manage day-to-day operations but also inspire and empower your team to meet and exceed their targets. If you thrive in a fast-paced, customer-focused environment and are eager to make a significant impact, Fusion CX is the place for you. Take your leadership skills to the next level and join a dynamic company that values growth, collaboration, and performance!

Responsibilities

As the Team Leader (TL) in Kingston, Jamaica is responsible for overseeing a team of at least 20 Customer Service Associates, ensuring their performance meets the highest standards. You will drive team productivity, provide ongoing coaching and development, and collaborate closely with clients, fellow team leaders, managers, and other departments. In this TL role, you will ensure exceptional service delivery to clients while fostering a positive work environment that promotes employee satisfaction and engagement.

• • Monitor individual and team performance against predefined key performance indicators (KPIs)
• • Identify areas of opportunity and provide constructive feedback
• • Monitor calls, prepare coaching documents, and administer daily coaching sessions.
• • Provide regular feedback
• • Handle all escalated calls in a timely manner
• • Complete customer call back
• • Take at least 4 hours of calls each week
• • Prepare training needs analysis for the team and coordinate with the training team to address training gaps.
• • Coordinate with the WFM team to ensure adequate staffing levels and maintain at least a 95% attendance target and 95% adherence.
• • Evaluate and generate reports on team performance and identify trends. Report all trends to management and collaborate on decisions.

Qualifications

• • Strong analytical and reporting skills to assess and interpret performance data.
• • Excellent leadership and motivational skills to guide and inspire the team.
• • High attention to detail to ensure accuracy in performance and service quality.
• • Exceptional written and verbal communication skills to effectively interact with both team members and clients.
• • A customer-centric attitude, always prioritizing customer satisfaction.
• • A collaborative mindset promotes teamwork and cooperation across departments.
• • Ability to work effectively in a fast-paced, dynamic environment.
• • A strong desire to meet and exceed measurable performance goals and KPIs.
• • Highly self-driven with a strong motivation to succeed.
• • Excellent time management and organizational skills to handle multiple tasks efficiently.
• • Experience in Call Center Operations, with a deep understanding of operational processes.

Additional Information and Instructions

Physical Requirements 🪑 Frequent sitting and standing: While performing duties, the employee is often required to alternate between sitting and standing. 💪 Minimal physical exertion: Regularly involves moving materials weighing up to 10 pounds and occasionally up to 20 pounds. 🤲 Manual dexterity: Coordination is needed for over 75% of the work period while using equipment such as a computer keyboard, mouse, 10-key calculator, phone, and similar tools. Work Environment 🏢 Office setting: The usual working conditions are in an office environment. 🔊 Noise level: Typical office noise, including telephones, background chatter, and occasional interruptions.

About Fusion CX

Elevate your career with Fusion CX, where passion meets purpose. Join our team and become part of a culture that values integrity, teamwork, and excellence. You will be able to learn and develop with a global leader in customer service and a diverse team working for a renowned BFSI client as an English-speaking Customer Service Associate. With opportunities for advancement and a supportive leadership team, you will have the resources to succeed and grow. If you are in search of BFSI customer service associate jobs in Jamaica or seeking collection agent roles to elevate your career, join us as an English-speaking Customer Service Associate for the BFSI sector and be part of a transformational journey.

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