Partner Support Team Leader

Position Summary

As a Contact Center Team Leader, you will lead a multi-channel customer support team handling calls, email, and chat, ensuring every interaction reflects Property Finder's commitment to service excellence.

You own the day-to-day floor operations of your team, driving performance against SLAs, quality, and productivity targets across all channels. You will coach, motivate, and develop your agents, resolve escalations, and use real-time data to keep service levels on track.

Beyond daily operations, you act as a bridge between your team and Workforce Management, Quality, and Training functions, identifying process gaps and driving improvements that raise the standard of service.

Ultimately, your purpose is to build a high-performing, engaged team that delivers a consistently excellent, fast, and reliable experience to every customer who reaches out to Property Finder, reinforcing our reputation as the region's leading real estate platform.

Key Responsibilities

• Manage daily operations across voice, email, and chat channels, ensuring SLAs, response times, and quality standards are consistently met.
• Monitor real-time queues and adjust staffing, breaks, and schedules to maintain service levels across all channels.
• Coach, mentor, and conduct regular 1:1s and performance reviews with team members; identify skill gaps and build individual development plans.
• Review call, chat, and email interactions for quality assurance and provide timely, actionable feedback.
• Handle escalations and complex customer cases that require supervisor-level intervention.
• Track and report on KPIs (AHT, FRT, CSAT, occupancy, adherence, backlog) and share insights with management.
• Drive team engagement, motivation, and retention through recognition and a positive team culture.
• Ensure adherence to schedules, attendance, and shift-adherence policies.
• Collaborate with QA, Workforce Management, and Training teams to improve processes and agent performance.
• Identify recurring issues or process gaps and p…