Team Leader – Kingston, Jamaica

Are you a natural leader with a passion for coaching and driving team success? At Fusion CX, we are looking for a dedicated Team Leader in Kingston, Jamaica, to lead a high-performing team of Customer Service Associates (CSAs). In this role, you will not only manage day-to-day operations but also inspire and empower your team to meet and exceed their targets. If you thrive in a fast-paced, customer-focused environment and are eager to make a significant impact, Fusion CX is the place for you. Take your leadership skills to the next level and join a dynamic company that values growth, collaboration, and performance!

Job Description – Team Leader

As the Team Leader (TL) in Kingston, Jamaica is responsible for overseeing a team of at least 20 Customer Service Associates, ensuring their performance meets the highest standards. You will drive team productivity, provide ongoing coaching and development, and collaborate closely with clients, fellow team leaders, managers, and other departments. In this TL role, you will ensure exceptional service delivery to clients while fostering a positive work environment that promotes employee satisfaction and engagement.

Key Tasks You’ll Handle as a Team Leader in Kingston, Jamaica:

Performance Management

• Monitor individual and team performance against predefined key performance indicators (KPIs)
• Identify areas of opportunity and provide constructive feedback

Coach and Develop

• Monitor calls, prepare coaching documents, and administer daily coaching sessions.
• Provide regular feedback

Customer Satisfaction

• Handle all escalated calls in a timely manner
• Complete customer call back
• Take at least 4 hours of calls each week

Training Needs Analysis

• Prepare training needs analysis for the team and coordinate with the training team to address training gaps.

Shift Management

• Coordinate with the WFM team to ensure adequate staffing levels and maintain at least a 95% attendance target and 95% adherence.

Reporting and Analysis

• Evaluate and generate reports on team performance and identify trends. Report all trends to management and collaborate on decisions.

Job Requirements – Team Leader

What You Need to Succeed as a team leader in Kingston, Jamaica:

• Strong analytical and reporting skills to assess and interpret performance data.
• Excellent leadership and motivational skills to guide and inspire the team.
• High attention to detail to ensure accuracy in performance and service quality.
• Exceptional written and verbal communication skills to effectively interact with both team members and clients.
• A customer-centric attitude, always prioritizing customer satisfaction.
• A collaborative mindset promotes teamwork and cooperation across departments.
• Ability to work effectively in a fast-paced, dynamic environment.
• A strong desire to meet and exceed measurable performance goals and KPIs.
• Highly self-driven with a strong motivation to succeed.
• Excellent time management and organizational skills to handle multiple tasks efficiently.
• Experience in Call Center Operations, with a deep understanding of operational processes.

Physical Requirements

While performing the duties of this position, the employee is frequently required to sit and stand. Minimum physical exertion. Duties involve moving materials weighing up to 10 pounds on a regular basis and up to 20 pounds on an occasional basis. Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard, mouse, 10-key calculator, phone and similar machines.

Work Environment

Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.

Why Join Fusion CX?

At Fusion CX, we believe in empowering our team members to grow, succeed, and make a real impact. As a Team Leader, you will be at the forefront of driving team performance and shaping the success of our operations. We offer a dynamic work environment where innovation, professional development, and collaboration are at the heart of everything we do.

Fusion CX is committed to nurturing leadership talent and providing tools and resources for your career to thrive. With a focus on continuous improvement and employee satisfaction, you’ll have the opportunity to lead a motivated team while advancing in your career.

If you’re looking for team leader jobs in Kingston, Jamaica, where you can help others achieve their potential and lead a successful, motivated team, Fusion CX is the place for you! Apply today and take the next step in your career with Fusion CX.