Fleetx.io - Team Lead - Customer Service/Operations

<p><b>Responsibilities:</b><br/><br/>1. Lead, supervise, and coach a team of approximately 20 calling executives to ensure consistent performance and service quality.<br/><br/>2. Plan and manage shift rosters, task distribution, and workforce coverage to meet operational requirements.<br/><br/>3. Conduct regular team huddles, one-on-one discussions, and performance evaluations.<br/><br/>4. Ensure every violation alert is addressed through timely outbound calls to the respective drivers.<br/><br/>5. Monitor compliance with approved call scripts, communication standards, and quality guidelines.<br/><br/>6. Review call recordings and validate the accuracy of responses captured by the team.<br/><br/>7. Identify critical or recurring violations and escalate them promptly to customers or clients as per defined protocols.<br/><br/>8. Maintain detailed escalation records, including...