Senior Team Leader
EV Ops
Join our team on its mission to provide meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with potential for development and growth.
As the CRX Team Leader for our organization based in Morocco, you will play a pivotal role in overseeing both inbound and outbound customer relations teams. Your responsibility will be to ensure exceptional service delivery to our clients. This includes supervising day-to-day operations, coaching team members, maintaining high-performance standards, and fostering a positive work environment. Proficiency in both French and Dutch languages is essential, along with a proven track record in team management roles.
Key accountabilities:
- Lead and motivate the CRX team, providing coaching and performance management as needed.
- Delegate tasks, oversee deadlines, and monitor team performance, ensuring metrics are met.
- Maintain a positive work environment conducive to morale, individuality, quality, creativity, and teamwork.
- Implement agreed execution governance model, escalation, and communication plans.
- Ensure team members consistently achieve agreed-upon work standards and customer service benchmarks.
- Follow up on all customer queries promptly, ensuring timely resolution and customer satisfaction.
- Collaborate with internal teams and cross-functional departments to drive process improvements and initiatives.
- Engage in effective communication and coordination to enhance overall organizational efficiency.
- Conduct training sessions for team members to enhance their skills and knowledge.
- Foster staff engagement, motivation, and a positive attitude within the team.
- Bachelor's degree in business administration, management, or a related field.
- Minimum of 5 years of experience in team management roles within the BPO industry.
- Proven ability to manage and motivate teams, ensuring exceptional performance and results.
- Proficiency in using MS Office suite, especially MS Excel.
- Experience with CRM tools such as Zoho, HubSpot, Salesforce, etc.
- Strong communication, negotiation, and interpersonal skills.
- Proficiency in Dutch, French, and English languages.
- Excellent problem-solving and analytical skills, with the ability to analyze complex data and make informed decisions.
About Eastvantage
At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.
We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.