Job Description
Job Summary
The Team Leader for CCA (Customer Care Ambassadors) is responsible for overseeing a team of Tier 1 Customer/Technical Support agents. This role ensures seamless customer experience, efficient handling of inquiries, and strong team performance across both front-line support and back-office operations.
Key Responsibilities
Team Supervision & Operations
- Manage daily activities of CCA Tier 1 Support agents
- Monitor attendance, adherence, and schedule compliance
- Ensure smooth handling of customer interactions and back-office tasks
Performance Management
- Track and drive team KPIs
- Identify gaps and implement action plans to improve performance
Coaching & Development
- Conduct regular coaching sessions and performance reviews
- Support skill...