Job Description

Job Summary


The Team Leader for CCA (Customer Care Ambassadors) is responsible for overseeing a team of Tier 1 Customer/Technical Support agents. This role ensures seamless customer experience, efficient handling of inquiries, and strong team performance across both front-line support and back-office operations.


Key Responsibilities


Team Supervision & Operations

  • Manage daily activities of CCA Tier 1 Support agents
  • Monitor attendance, adherence, and schedule compliance
  • Ensure smooth handling of customer interactions and back-office tasks


Performance Management

  • Track and drive team KPIs
  • Identify gaps and implement action plans to improve performance


Coaching & Development

  • Conduct regular coaching sessions and performance reviews
  • Support skill...

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