Found Description
The Team Lead manages a team of Customer Service Representatives. They may also supervise a Senior Customer Service Representatives (SCSRs) and/or a Subject Matter Expert (SMEs)
RESPONSIBILITIES
- Lead and inspire a team to deliver excellent levels of individual/team performance and customer satisfaction
- Manage day-to-day activities such as checking of team attendance, answering concerns, listening and auditing calls, and coaching.
- Responsible for the overall attendance of the team including but not limited to schedule, breaks, overtime and/or leaves.
- Ensure policies and procedures are followed with correct documentation.
- Streamline updates to the team and ensure parallel understanding.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary
- Work with the management team to identify and deliver positive change and business efficiencies
- Support the ...