Customer Care Team Lead

Primary Responsibilities: Supervise a team of customer service agents, ensuring they meet performance targets, including customer satisfaction, call handling time, and resolution rates.
Monitor real-time performance metrics and provide immediate support and guidance to team members.
Conduct regular coaching and feedback sessions to help team members develop their skills and improve performance.
Handle escalated customer issues and ensure prompt and satisfactory resolution.
Create shift schedules, ensuring adequate coverage to meet customer demand.
Collaborate with the Quality Assurance (QA) and Training teams to identify training needs and performance improvement areas.
Foster a positive team environment by promoting open communication, team collaboration, and employee engagement.
Lead team meetings to share updates, best practices, and address any issues or concerns.
Track and report team performance metrics to management, offering insights and recommendations for improvement.
Stay updated on company products, services, policies, and procedures to provide accurate information to agents.
Assist in hiring and onboarding new team members as needed.
Ensure compliance with company standards, policies, and procedures across the team