Team Lead

Role & responsibilities

Team Management: Lead, mentor, and motivate a team of customer service representatives. o Conduct regular team meetings, one-on-ones, and performance reviews. o Address team concerns and provide feedback for continuous improvement.

• Performance Monitoring: o Monitor and analyze team performance metrics (e.g., call handling time, customer satisfaction scores, adherence to scripts). o Set and track performance targets and KPIs. o Implement strategies to achieve and exceed performance goals.
• Quality Assurance: o Ensure adherence to quality standards and protocols. o Conduct regular quality checks and audits of calls. o Provide coaching and training to enhance service quality.
• Operational Management: o Manage daily operations to ensure efficient workflow and resource allocation. o Handle escalated customer issues and complaints. o Collaborate with other departments to resolve complex issues.
• Reporting: o Prepare and present regular performance reports to senior management. o Analyze trends and identify areas for improvement. o Recommend and implement process improvements.
• Training and Development: o Identify training needs and coordinate training sessions. o Foster a culture of continuous learning and development within the team.
• Compliance: o Ensure compliance with company policies, procedures, and regulatory requirements. o Maintain up-to-date knowledge of industry trends and best practices.

Preferred candidate profile