Senior Team Lead - Customer Care

About the role

Senior Team Lead - CC plays a pivotal role in leading a team of customer service agents, ensuring high-quality service delivery, and fostering a culture of continuous improvement. This position is essential for achieving operational excellence, enhancing customer satisfaction, and driving team performance.

What you'll do

• Facilitate Daily Stand-Ups And Maintain Open Communication Channels Within The Team To Promptly Address Issues And Drive Resolution
• Conduct Regular Performance Reviews, Providing Actionable Feedback To Team Members To Support Their Professional Growth And Development
• Implement Recognition And Reward Systems To Acknowledge Outstanding Performance, Enhancing Team Morale And Retention Rates
• Monitor And Ensure The Availability Of Skilled Agents To Effectively Resolve Customer Care Requests
• Address Root Causes Of Customer Issues Through Structured Discussions With Customers, Taking Proactive Measures To Prevent Repeat Cases

What you need

• Customer service
• Performance management
• Communication
• Any graduate

Good to have

• Six Sigma