Overall Job Purpose

To lead and empower the Zoner/Uniweb in delivering outstanding customer experiences through proactive action, communication, and continuous improvement. The Team Leader ensures daily operations run smoothly across all channels, reacts fast to change, drives performance through coaching and data, and takes full ownership of results — always with the customer and the team’s growth in focus.

Specific Accountabilities

Accountability A: Drive Operations and Performance (40%)

• Maintain a helicopter view of all queues and channels — act immediately when volumes rise or service levels drop.
• Move resources dynamically where needed, even several times per hour if required.
• Communicate proactively when issues arise (e.g., backlog, system delays, performance dips), propose concrete actions, and involve others early when unsure how to proceed.
• Understand key metrics (NPS, SLA, CSAT, FRT, QA, etc.) — o...