The Team Lead will manage a team of agents to deliver high quality customer service performance and proactive issue resolution.
Key Responsibilities:
Communicate effectively with the team to deliver key messages and vision from management including daily huddles, metric review, target setting, and providing visibility on responsibilities within the team
Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators
Provide guidance, escalation handling, agent support, and performance management
Ability to deep dive on targets, gaps, and perform root cause analysis on teams’ performance
Lead huddles with the team to drive results, monitor progress, and track status frequently throughout the day, flagging risks when they present themselves
Handle escalations, provide coaching, and address real time questions to ensure customer service is top priority
Drive overall performance of the teams, ensure there is alignment across the team, the customer, the internal stakeholders, and the satisfaction of the overall results
Be accountable for the team’s performance with key performance indicators that will be measured and reported daily
Role Requirements:
This is an onsite in Fremont, CA
Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays