Team Lead

To strategize, lead a team of agents which might include Customer care and Technical Support agents who need to ensure they can respond to any customer enquiry type end-to-end from Billing, Complaints, Sales Support to Technical Support

Key Accountabilities

Meet objectives for team performance and individual performance of agents by providing effective feedback, coaching, and support

Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the lead to achieve the right result

Drive a customer centric culture within the business.

Support all your agents and must be physically co-located.

Support your team within the moment feedback – they need to walk around, listen to calls in real time and monitor freely

Organic learning is fostered and encouraged.

Teams must have rituals to further iterate and evolve, while also ensuring they celebrate success moments.

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