Team Lead – Customer Service

About the role

Movate is looking for a dynamic Team Lead to manage its customer service agents on a daily basis. You will be responsible for driving operational excellence, maintaining high customer satisfaction, and fostering a positive, productive work environment.

Key responsibilities

• Supervise a team of customer service agents, ensuring performance targets are met.
• Monitor KPIs, provide coaching, and create development plans.
• Maintain a seamless, high‑quality experience for all customers.
• Deliver regular training sessions and keep the team updated on product knowledge and service protocols.
• Handle escalations, resolve issues promptly, and communicate solutions effectively.
• Manage scheduling, attendance, and workflow to guarantee adequate coverage.
• Prepare and present performance reports, customer feedback, and other key metrics to management.
• Collaborate with other departments to align objectives and address cross‑functional challenges.
• Identify process improvement opportunities and implement efficiency‑boosting strategies.

Required profile

• Minimum 1 year of leadership or supervisory experience in a contact‑center environment.
• Excellent communication and interpersonal skills.
• Strong problem‑solving abilities with a customer‑centric mindset.
• Ability to multitask and prioritize in a fast‑paced setting.
• Advanced English proficiency.
• Flexibility to work on‑site according to schedule needs.

Required skills

• Proficiency with Microsoft Office.
• Experience using CRM systems.

What we offer

• Indefinite (permanent) contract.
• Supportive work environment.