Job Description
Senior Team Leader Key responsibilities include, but are not limited to: Manage a team of Customer Service Representatives and Team Leaders to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.
Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
Conduct business reviews and performance management activities to assist in the CSR’s continuous development.
Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
Act as account POC during the absence of the Operations Manager Assist in queue management using the tools available to them and in coordination with the Global Command Center.
Prepare and submit all required reports (which includes but not limited to performance reviews, CSR KPI performance, scorecards, case analysis) to the Operations Manager.
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