Team Leader

The Team Leader (TL) will be responsible for supervising a team of customer service representatives/agents, ensuring operational excellence, and driving performance metrics in line with company standards. This role requires strong leadership, coaching, and communication skills to foster a high-performing and engaged team environment.

Key Responsibilities

• Team Management
  • Supervise daily operations of a team of agents.
  • Monitor attendance, schedule adherence, and productivity.
  • Conduct regular team huddles and one-on-one coaching sessions.
• Performance Oversight
  • Track and analyze KPIs (AHT, CSAT, FCR, QA scores).
  • Provide actionable feedback to improve agent performance.
  • Ensure compliance with company policies and client requirements.
• Coaching & Development
  • Identify skill gaps and create development plans.
  • Motivate ...