We’re looking for a Team Leader to manage Customer Service Officers, ensuring daily operations run smoothly and KPIs are met. The role involves coaching and performance reviews, handling escalations, monitoring reports, and supporting audits, compliance, and projects assigned by the Contact Center Manager.
Key Responsibilities - Lead and oversee daily activities, ensuring Customer Service Officers consistently meet KPIs and service benchmarks.
- Conduct regular evaluations, offering mentorship, coaching, and actionable feedback to drive performance.
- Handle customer concerns and resolve escalations at the team level efficiently and professionally.
- Prepare, review, and manage performance reports to monitor team outcomes.
- Spot recurring issues or trends and recommend practical solutions to optimize processes.
- Support administrative functions and maintain clear communication across internal and external stakeholders.
- A...