Customer Service Team Leader

The Team Leader – Customer Care is responsible for managing and supervising customer care associates to ensure high-quality customer service and achievement of operational targets. The role involves team management, performance monitoring, escalation handling, coaching, and driving continuous improvement in customer experience and service delivery.

Key Responsibilities

• Lead and manage a team of customer care associates in daily operations.
• Monitor team performance against KPIs, SLAs, and quality standards.
• Handle customer escalations and ensure timely issue resolution.
• Conduct regular coaching, feedback, and performance review sessions.
• Ensure adherence to company policies, processes, and compliance standards.
• Monitor attendance, productivity, and schedule adherence of team members.
• Support onboarding and training of new associates.
• Prepare operational reports and performance dashboards....