Customer Care Team Leader
Work from home – Please note that you will need to visit our BGC office to pick up your equipment.Full-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Operations ManagementCustomer support
Requirements
- Experience in team leadership, preferably in a customer service environment.
- Strong ability to provide motivation, guidance, and support to team members.
- Capability to manage daily operations and team performance KPIs.
- Experience with performance management, including evaluations and feedback.
- Ability to handle escalated customer issues and complaints.
- Knowledge of recruitment, onboarding, and training processes.
- Proficiency in scheduling and administrative duties including payroll.
- Strong communication and interpersonal skills to act as a bridge between agents and management.
Responsibilities
- Provide ongoing motivation, guidance, and support to team members through regular communication and meetings.
- Conduct performance evaluations, provide feedback, and implement necessary interventions for improvement.
- Handle escalated customer issues and complaints professionally and in a timely manner.
- Monitor performance, identify knowledge gaps, and address training needs promptly through QA processes.
- Ensure the team consistently meets daily KPIs for productivity and quality of work.
- Assist in the recruitment, onboarding, and training of new team members.
- Manage team schedules to ensure proper coverage.
- Oversee team payroll and timekeeping.
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