Team Lead

Roles and Responsibilities

• Manage a team of customer service representatives to achieve KPIs and KRAs.
  
• Handle escalated calls from customers, addressing their concerns in a professional manner.
  
• Monitor team performance, identifying areas for improvement and implementing strategies to meet targets.
  
• Maintain accurate records of customer interactions using CRM software.
  
• Ensure effective communication among team members, promoting collaboration and productivity.