Job Description
We are seeking a proactive and results-driven Team Lead to oversee day-to-day operations and drive performance within a customer service team. The ideal candidate will maintain exceptional personal productivity while managing agent performance, enforcing company policies, and ensuring service level agreements (SLAs) are met across all communication modalities. This role is crucial in fostering a productive, compliant, and positive team environment.
Performance & Productivity
- Achieve and maintain daily personal Calls/Chats per Hour (CPH).
- Ensure perfect personal attendance and quality standards.
- Monitor team’s hourly TPH/CPH and provide necessary feedback.
- Conduct test calls to ensure no inbound technical issues. Team & Queue Management
- Oversee breaks for agents and team coordinators; strictly enforce break policies.
- Approve or disapprove emergency breaks based on operational ...