Customer Service Team Leader

Job Description

• Lead, manage & develop a team, helping them to achieve their full potential and maintain high standards and quality of work
• Ensure all agents are achieving their daily KPI’s in qualitative metrics
• Monitor scoring KPI statistics
• Isolate and identify areas of improvement on members performance
• Monitor daily reports from the supervisor
• Provide leadership, guidance, and support to the team members
• Handle major incidents that cannot be resolved by agent
• Accept and process special requests from customers as per SOPs
• Manage recurring meetings with team(s) to review performance
• Manage routing and payment method enablement as per available inventory defined by SOPs
• Ensure all cases are solved within the required timeframe following the company’s SOPs