Job Description
Job Summary
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
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