Team Lead

Qualifications:

• At least 2 years of experience as a Team Lead/Operation Supervisor in the BPO/Contact Center industry
• Amenable working full onsite and fixed night shift
• Preferred: Has a background in Benefits/Claims Account
• Can Start ASAP

Job Description:

• Supervises a team of 15 to 25 Customer Service Associates
• Coordinate agents needs within assigned team as required to ensure optimal customer service to customers
• Refers complaints of service or process failures to Senior Operations Manager
• Responsible for tracking CSR performance and specific follow-up training
• Conducts training with team members and ensures up-to-date information is provided to each member and other stakeholders
• Communicates with internal/other departments to ensure prompt and courteous service for all questions
• Investigates issues, following customer and company proce...