Lead and mentor a team of customer service representatives, providing guidance and support to achieve performance targets.
Monitor and evaluate team performance through call audits, feedback sessions, and coaching.
Manage scheduling, workload distribution, and ensure adequate coverage for shifts. Implement best practices and standard operating procedures to enhance service quality.
Handle escalated customer inquiries and resolve complex issues effectively.
Collaborate with management to develop training programs and performance improvement plans.
Analyze team metrics and report on performance trends to upper management.
Requirements
Tier 1 Team Lead:
Lead and mentor a team of customer service representatives, providing guidance and support to achieve performance targets.
Monitor and evaluate team performance through call audits, feedback sessions, and coaching.
Manage scheduling, workload distribution, and ensure adequate coverage for shifts. Implement best practices and standard operating procedures to enhance service quality.
Handle escalated customer inquiries and resolve complex issues effectively.
Collaborate with management to develop training programs and performance improvement plans.
Analyze team metrics and report on performance trends to upper management.
