Call Center Team Leader

Job Posting: Call Center Team Leader

Position: Call Center Team Leader

Location: Baku / On-site

Employment Type: Full-time

About the Role

We are seeking an experienced and motivated Call Center Team Leader to manage the daily operations of our call center team for a leading airline project. The ideal candidate will be responsible for maintaining high levels of customer satisfaction while guiding the team to meet and exceed performance targets.

Key Responsibilities

• Lead, coach, and motivate the call center team in line with company goals
• Monitor individual and team performance against KPI, SLA, and quality standards
• Provide ongoing training, feedback, and support for team development
• Prepare detailed call center performance reports for management review
• Effectively handle escalated customer complaints and ensure timely resolution
• Identify opportunities for process improvements and contribute to operational excellence

Qualifications

• Minimum B2 level English proficiency
• Bachelor’s degree in a relevant field
• At least 1 year of proven experience as a team leader in the call center sector
• Proficiency in MS Office and familiarity with call center reporting tools
• Excellent communication, leadership, and problem-solving skills
• Ability to thrive in a fast-paced environment and adapt to flexible working hours

Application Process

If you are passionate about leading teams and delivering exceptional customer service, we would love to hear from you!

📩 Please send your CV to [email protected] with the subject line: “Team Leader Position”.