Customer Care Team Leader
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Key skills for this role
About the Role
Lead customer care team, ensure service quality, provide coaching, handle escalated complaints, and analyze performance reports; requires strong leadership and communication ski.
Key Skills for This Role
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Key Responsibilities
- Lead and manage a team of customer care advisors across voice and non-voice channels.
- Monitor daily operations to ensure service quality, productivity, and KPI achievement.
- Provide coaching, mentoring, and performance feedback to drive continuous improvement.
- Handle escalated customer complaints and complex cases, ensuring timely resolution.
- Analyze performance reports and identify areas for operational enhancement.
- Ensure adherence to company policies, compliance standards, and service guidelines.
- Support recruitment, onboarding, and training of new team members.
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