Customer Care Team Lead

Primary Responsibilities:

• Supervise a team of customer service agents, ensuring they meet performance targets, including customer satisfaction, call handling time, and resolution rates.
• Monitor real-time performance metrics and provide immediate support and guidance to team members.
• Conduct regular coaching and feedback sessions to help team members develop their skills and improve performance.
• Handle escalated customer issues and ensure prompt and satisfactory resolution.
• Create shift schedules, ensuring adequate coverage to meet customer demand.
• Collaborate with the Quality Assurance (QA) and Training teams to identify training needs and performance improvement areas.
• Foster a positive team environment by promoting open communication, team collaboration, and employee engagement.
• Lead team meetings to share updates, best practices, and address any issues or concerns.
• Track and report team performance metrics to management, offering insights and recommendations for improvement.
• Stay updated on company products, services, policies, and procedures to provide accurate information to agents.
• Assist in hiring and onboarding new team members as needed.

Ensure compliance with company standards, policies, and procedures across the team