Found Description
The Customer Service Team Leaders are an essential part of driving success in the Customer Service Center.
Key Responsibilities
- Supervise the day-to-day activities of CSC Agents.
- Execute performance management actions for CSC Agents.
- Real-time and daily coordination with the relevant department of CS issues received.
- Discipline Management POC for CSC agents and HR coordinator for admin actions (Payroll, contract, etc.).
- Subject matter expert and escalation POC for CS agents.
- Monitor call/ticket volume per interval and initiate real-time actions to meet the target SLA in all channels.
- Assign and manage CSC systems and accounts.
- Monitor customer interaction of CSC agents to maintain quality calls and ticket handling; summarize and analyze agent-level and team-level performance.
- Regularly report to stakeholders to drive improvement in achieving KPI.
- Perform other duties ...