About this role
The Customer care Team Lead is directly managing a team of Customer Care agents. He/She is responsible for their performance and the success of the team. He/She reports directly to the Regional Operations Manager.
- Success for this role would mean we deliver efficient, excellent customer experience in line with the company targets.
- You'll achieve this by driving a high performing team that is centered around positive culture, continuous training and performance coaching.
- Support : the TL’s default job remains to solve customer problems by answering tickets most of their available time.
- Hiring : the TL is involved in the hiring process, conducting interviews with candidates and sharing his feedback with the Central Ops Manager.
- Onboarding : the TL is responsible for the proper onboarding of the new hires, following a plan drafted in coordination with the Central Operations Manager.
- Escalation : the TL is the primary point of contact of all support agents for anything related to support and tickets.
- Performance management : the TL is responsible for the daily performance of his reports in terms of productivity and quality.
- They should pay careful attention to the performance metrics every day and give feedback if necessary.
- They carry on 1-1 meetings with their reports to help them develop.
- Daily team organization : the TL makes sure that the daily team schedule is compliant with the target organization set with the Central Ops Manager.
- They make adjustments with their reports based on needs and unforeseen circumstances.
- Culture setting : the TL is responsible for fostering the right culture in their team, leading by example on ownership, optimism and attention to detail.
- They celebrate positive cultural behaviors and give feedback on unwanted ones.