At 5411Hub, a consultancy specialized in executive and strategic talent acquisition, we are currently seeking a Contact Center Team Lead (B2C) for a company within the tourism industry focused on commercial excellence and customer experience.
This role will be responsible for leading the overall contact center operation, ensuring high conversion rates, effective lead follow-up, and strong KPI performance while supporting the team’s growth and operational excellence.
Key Responsibilities
- Lead, coach, and develop the contact center advisory team.
- Manage outbound campaigns focused on conversion and sales generation.
- Ensure active and effective follow-up of leads and business opportunities.
- Monitor, analyze, and optimize operational KPIs such as contact rate, conversion, revenue per agent, response times, among others.
- Implement continuous improvements in processes, scripts, and service quality.
- Coordinate with commercial and marketing teams to maximize business results.
- Provide ongoing coaching, feedback, and team support.
- Identify opportunities to improve customer experience and operational efficiency.
Requirements
- Previous experience leading B2C contact center teams.
- Strong experience managing and analyzing commercial KPIs.
- Experience in outbound sales and lead follow-up (mandatory).
- Results-driven profile with a strong focus on performance and continuous improvement.
- Leadership, communication, and coaching skills.
- Experience in service industries, tourism, or related sectors is a plus.
- Experience using CRM platforms and contact center management tools.
Ideal Profile
We are looking for a dynamic, analytical, and results-oriented professional with the ability to lead commercial teams in fast-paced and high-demand environments, promoting a culture of continuous improvement and customer-centricity.
If you are passionate about leading commercial teams, optimizing performance metrics, and driving results in dynamic customer-focused environments, we would love to hear from you.
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🌐 www.5411hub.com
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