Team Lead

<p><b>Job Description:</b></p> <div> </div> <ul> <li> <p>Coach and Mentor: Guide team members on call handling techniques, product knowledge, and professional communication.</p> </li> <li> <p>Performance Monitoring: Conduct regular quality audits and side-by-side monitoring to ensure adherence to company standards</p> </li> <li> <p>Operational Oversight: Manage team schedules and rotational shifts to ensure consistent coverage and high-volume call handling.</p> </li> <li> <p>Reporting: Track team metrics (CSAT, AHT, resolution rates) and provide regular feedback to management..</p> </li> <li> <p>Direct Customer Engagement</p> </li> <li> <p>Expert Support: Deliver exceptional service by assisting clients through inbound and outbound voice channels.</p> </li> <li> <p>Complex Problem Solving: Identify, assess, and address escalated customer needs to ensure 100% satisfaction.</p> </li> <li> <p>Product Advocacy: Educate customers on products and services, providing clear guidance and supporting business growth by converting inquiries into opportunities.</p> </li> <li> <p>Administration & Compliance</p> </li> <li> <p>Accurate Documentation: Ensure all customer interactions and agreements are documented precisely across multiple computer applications.</p> </li> <li> <p>Process Integrity: Follow and enforce established communication procedures, guidelines, and company policies.</p> </li> <li> <p>Knowledge Management: Stay updated on new procedures and products, ensuring the team is briefed on all changes.</p> </li> </ul>