Care Team Leader

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role Purpose: The primary purpose of the Contact Centre Team Leader is to manage, guide, and support a team of converged contact center agents (Mobile/Fixed) to ensure the delivery of exceptional customer service. This role includes overseeing the team’s day-to-day operations, ensuring service levels are consistently achieved, and fostering an environment that encourages continuous improvement and high employee engagement.

The Team Leader will be responsible for coaching agents, managing performance, and acting as a key point of contact for escalating customer issues, ensuring efficient problem resolution. Through effective leadership and operational management, the Contact Centre Team Leader contributes to both customer satisfaction and the achievement of organizational goals.

Job Responsibilities

Key accountabilities and decision ownership:

Key accountabilities:

• Lead, manage, and develop a team of contact center agents to ensure high levels of performance and engagement.
• Provide ongoing coaching, feedback, and support to ensure agents meet individual and team goals.
• Conduct regular performance reviews and set development plans for team members.
• Foster a positive and motivated work environment through consistent encouragement and leadership.
• Oversee daily operations to ensure team efficiency, quality, and productivity standards are consistently met.
• Ensure the team adheres to operational guidelines, policies, and procedures.
• Manage team schedules, resources, and workload to meet service level agreements (SLAs) and KPIs.
• Monitor real-time performance metrics and implement corrective actions as needed to optimize team output.
• Serve as the first point of contact for escalated customer issues, ensuring swift and effective resolution.
• Ensure customer interactions are handled in a professional and efficient manner, consistently delivering a high-quality customer experience.
• Monitor customer feedback and satisfaction scores, working with the team to address areas for improvement.
• Track and evaluate team performance against set KPIs and objectives, such as call volume, first contact resolution, and customer satisfaction.
• Prepare and deliver regular performance reports, providing insights to management for continuous improvement.
• Identify trends in performance data and propose actionable solutions to enhance team and individual outcomes.
• Proactively identify areas for process improvement, driving initiatives to enhance efficiency, quality, and customer experience.
• Contribute to the development and implementation of new procedures or initiatives to improve overall contact center operations.
• Collaborate with other departments to resolve issues, implement changes, and align team goals with business objectives.

Who you are

• Strong leadership skills, with the ability to inspire, motivate, and guide a diverse team.
• Ability to manage and coach team members to achieve their personal and team goals.
• Proven track record in managing performance, providing constructive feedback, and developing talent.
• Excellent verbal and written communication skills, with the ability to communicate clearly and effectively to both customers and team members.
• Strong analytical and problem-solving abilities, able to make quick decisions when resolving customer issues or improving team performance.
• Ability to assess complex situations and find creative solutions while managing risk.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• In-depth knowledge of customer service principles, call center technologies, and performance metrics.
• Strong organizational skills and attention to detail.
• Ability to work under pressure and meet deadlines while ensuring high levels of service.

Must have technical / professional qualifications:

• Bachelor’s degree
• Flexible to work with a rotating shift system.
• Ability to work individually or as part of a team.
• Experience in a customer service role
• Knowledge of CRM systems and customer service tools.

What's in it for you

Your journey with us is not just a job; it's a pathway to personal and professional development. We provide endless opportunities for learning, skill enhancement, and career advancement, ensuring that you're always empowered to reach your fullest potential.

Our culture is our pride. We foster an environment where every voice is heard, ideas are valued, and teamwork is celebrated. Together, we create a supportive and inclusive atmosphere that fuels collective growth and achievement.

We take pride as well in our Comprehensive Benefits Package, where you will be able to find:

• All Necessary Devices: From laptops to mobile devices, we equip you with the tools you need to excel in your role, whether you're in the office or on the go.
• Health & Life Insurance: Your well-being matters to us. We offer comprehensive health and life insurance coverage to safeguard you and your loved ones.
• Additional Compensation Based on Performance: We recognize and reward your hard work and dedication through performance-based compensation, ensuring that your contributions are duly acknowledged and valued.
• Private Pension: Plan for your future with confidence. Our private pension scheme helps you build a secure financial foundation for the years ahead.
• And More: Beyond the essentials, we offer a diverse range of additional benefits that enhance your work-life balance, support your personal growth, and enrich your overall experience with us.
  
  Discover the full spectrum of benefits and perks that await you at Vodafone Albania by joining our dynamic team. Your journey to success starts here!

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.