Customer Care Team Leader
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Key skills for this role
Role Overview
Manage contact center agents and teams to keep operations running smoothly and according to organizational policies and procedures.
Resolve customer complaints and enhance customer satisfaction through effective team operations.
Key Skills for This Role
Full Job Posting
Role Overview
Manage contact center agents and teams to keep operations running smoothly and according to organizational policies and procedures.
Resolve customer complaints and enhance customer satisfaction through effective team operations.
Key Accountability Areas
- Provide satisfactory responses to customer interactions and support customer delight.
- Manage ticketing, chat, non-live cases, and outbound voice contact through the team.
- Monitor targets, KPIs, performance metrics, and operational objectives.
- Build, lead, coach, and develop team members.
- Identify under-performance and take corrective measures.
- Improve customer interaction processes and provide hands-on troubleshooting support.
- Coordinate complaint resolution with other work centers and track closure.
- Monitor historical and live customer interactions for quality.
- Identify agent training needs and support implementation.
- Compile data and generate MIS reports.
- Collaborate with IT, HR, training, and quality functions.
Requirements
- Experience managing contact center agents and teams.
- Ability to manage customer interactions across ticketing, chat, non-live cases, and outbound voice channels.
- Ability to monitor performance metrics and achieve operational targets and KPIs.
- Ability to coach, mentor, motivate, and develop team members.
- Ability to identify under-performance and take corrective measures.
- Ability to handle escalated customer complaints and coordinate resolution with other work centers.
- Ability to generate MIS reports and collaborate with IT, HR, training, and quality functions.
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