Customer Care Team Leader

The successful candidate will be responsible for supervising daily operations within the team, ensuring that agents meet performance targets such as call quality, response time, and customer satisfaction. They provide coaching, training, and continuous feedback to enhance service delivery while managing schedules to maintain adequate coverage. The role involves handling escalated customer queries, monitoring compliance with company policies, and preparing regular performance reports for management. Additionally, the Team Leader motivates and engages staff, identifies process improvement opportunities, and acts as a communication link between the team and senior management to ensure smooth operations and excellent customer experience.