Customer Support Team Leader

• Supervises, coordinates, directs, and monitors customer care staff activities to ensure prompt,
• courteous, and accurate responses are provided to customers.
• Provides daily direction and communication to employees so that customer care calls are
• answered in a timely, efficient, and knowledgeable manner.
• Provides continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency, and service to both
• internal and external customers.
• Make sure recourses are updated and ready for use and all agents are updated with the latest
• information.
• Handling difficult cases and angry customers.
• Submit daily, weekly, and monthly reports to the customer care centre management.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Monitors efficiency and quality efforts of personnel and provides training and coaching support
• to the team.
• Assisting the staff whenever required.
• Provide leadership and guidance for the team.
• To facilitate the customer care centre services to other departments and business units
• Make sure that the training programs for newcomers have been implemented. This includes
• product, customer service and customer care centre training
• Ensures adherence to departmental and/or Customer Care Centre policies, procedures, and
• practices
• Recommends and implements new or improved systems to enhance or expedite work
• Creates and maintains a positive, respectful work environment for staff
• Prioritizes and assigns work to employees and initiates corrective measures to resolve problems
• including scheduling or adjusting overtime as necessary.
• Interacts with diverse levels of internal and external personnel to develop and maintain
• effective communication to resolve issues and inquiries.
• Performs special projects and miscellaneous duties as assigned.

Remote Work :

No