Customer Support Team Leader - Azerbaijani Language

About the role

The Team Leader, Operations supervises a group of call center associates on a day-to-day basis. The role ensures performance metrics are met through coaching, motivation and accountability, and covers the Azerbaijani-language customer support team.

Key responsibilities

• Supervise call center associates, monitoring work and attendance in line with organizational policy and legal requirements
• Coach direct reports regularly so they meet performance metrics at a minimum weekly
• Identify performance issues, create improvement plans, implement corrective action and, where necessary, take action up to termination of employment
• Ensure customer service meets contractual KPIs and financial expectations
• Communicate expectations to employees and give timely updates
• Provide subject-matter expertise on escalated customer calls and run team meetings
• Schedule and organize team activities, stay current on internal processes and attend required manager development training
• Promote the company's values and cover operations during the Team Leader's absence

Required profile

• Experience in customer support, contact center operations or team management
• Highly motivated, able to coach and mentor a team and work well under pressure
• Strong written and verbal communication skills
• Flexible schedule and willingness to provide leadership coverage during absences
• Proficiency in spoken and written Azerbaijani and English