Team Lead - Escalations

About the role

As a team leader in the support team, you will be responsible for the supervision of the team and ensuring the best possible performance of the agents. You will need to support your team with their daily tasks and deliver training to new colleagues if required, as well as prepare and analyze reports.

What you'll do

• Be responsible for the supervision of the team and ensuring the best possible performance of the agents
• Need to support your team with their daily tasks and deliver training to new colleagues if required, as well as prepare and analyze reports
• Support and guide team members in day-to-day tasks while fostering a collaborative, open, and trust-based environment
• Deliver on-the-job training, coach team members through 1:1s and team meetings, and set personal development goals
• Manage team schedules, attendance, and time adherence while ensuring delivery on key KPIs (CSAT, FCR, Quality, Agent Resolution, Touch Ratio, Productivity)

What you need

• 2–5 yrs of experience
• Escalation handling
• Travel booking
• MS Office
• Employee engagement
• Problem solving
• BBA or MBA

Good to have

• Customer service
• Sales