Customer Care Team Leader 

Purpose

To manage the contact center agents and teams to ensure the operations process runs smoothly and as
planned in order to resolve any customers compliments and enhance their satisfaction within the organization
policy and procedures.

Key Accountability Areas

● To ensure desired customer delight by providing a satisfactory response to customer interaction.
● Enhance the agreed targets and KPIs
● Manage Customer Interactions through ticketing, Chats & Non-Live cases & outbound voice contact through his/her team for the various services.
● Embody the spirit of excellence through team building, leadership people management skills
● Identify areas of concern and under-performance in order to take corrective measures
● Foster team member development through motivation and ensuring career advancements.
● Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.
● Evolve more effective work process for improving customer interactions.
● Constantly monitor & review performance metrics to ensure the achievement of objectives.
● To interface with respective work centers for the resolution of complaints.
● Track & ensure closure of complaints and agents’ behavior.
● Handle Contact Center operations effectively to ensure constant performance achievements.
● Identify relevant training needs of agents & ensure effective implementation.
● Effectively manage team operations.
● Constantly login an take an agent role to update himself on customers’ needs
● Manage his/her team quality through listening on a constant basis to the historical and live customer interactions.
● Interface with IT/HR/ Training/Quality.
● Collate data & generate MIS report.
● Handled all kinds of escalations on higher levels presented by clients and ensured resolving all kinds of complaints and client’s satisfaction
● Responsible for monthly coaching for all his/her team members to deliver the monthly performance
review form on time.
● Monitor and report his/her team performance, attendance and quality and report the low performers to the CC manager and HRBP

● Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
● Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
● Promote to other employees within the organization the implementation and adherence to policies,
procedures, processes, and instructions

● Follow daily operations relating to the job to ensure work continuity
● Contribute to preparing timely and accurate reports that concern the line of work to meet the
requirements, objectives, and standards
● Ensure the satisfaction of both internal and external customers by addressing their needs in a
courteous and timely manner

● Participate in the identification and recruitment of key talents for their respective Department
● Manage, guide and assist direct reports to perform their functional operations in accordance with set policies and procedures

● Set performance objectives, provide necessary support, evaluate/appraise the team and provide
regular feedback on performance
● Uphold a high-performance working environment and promote the Organization’s Values

Knowledge and Experience

● 2-3 years of relevant experience
● Good communication Skills.

Education and Certifications

● Bachelor Degree in a relevant field is required
● Master’s degree in a relevant field is preferred