Team Lead - Customer Care

About the role

Team Lead - CC Delivery Operations plays a crucial role in ensuring the success of customer service delivery through effective team management and adherence to operational standards. This position is responsible for guiding and motivating team members to meet key performance indicators such as Customer Satisfaction (CSAT) and process compliance, while fostering a culture of continuous improvement and professional development.

What you'll do

• Monitor And Ensure Adherence To Attendance, Login Hours, And Leave Policies, Providing Regular Updates And Addressing Team Issues To Maintain Operational Efficiency
• Facilitate Team Retention Initiatives By Implementing Strategies To Maintain Team Member Satisfaction Within Agreed Norms
• Manage, Motivate, And Engage Team Members Through Effective Coaching And Mentoring, Inspiring Them To Achieve Their Personal And Professional Goals
• Analyze Performance Data To Ensure That All Execution Parameters Are Consistently Met Or Exceeded As Defined For The Process
• Oversee The Availability And Effectiveness Of Skilled Agents To Resolve Customer Care Requests According To Project Requirements

What you need

• Customer service
• Performance management
• Communication
• Any graduate