JOB DESCRIPTION:  

The Global Customer Care Team Leader’s primary responsibility is to oversee the day-to-day Operational and Administrative tasks and meet the assigned targets of the team. The Team Lead is responsible for leading a team of Customer Service Agents (CSRs) and/or Technical Support Representatives (TSRs) who respond to customer inquiries.  
 

PRIMARY RESPONSIBILITIES: 

The essential functions and tasks of this job title include but are not limited to the following listed below: 

Supervises a group of agents handling voice, email and/or chat support 

Facilitates daily team briefings on performance reports, scorecards, new product updates, company policies, etc.  

Addresses agents’ gaps in technical skill and knowledge 

Motivates and coaches team members to improve their overall productivity and performance 

Provides agents with feedback, techniques and solutions in order to maintain performance and/or comply with Company policies such as break schedules and attendance 

Monitors team attendance on a daily basis 

Completes items on the Team Lead daily tasks list which includes the following: 

Management of open cases 

Management of VOC (Voice of the Customer) 

CSAT (Customer Satisfaction) prediction 

Call listening 

Floor management 

Coaching (1:1, Triad, and Quad) 

Handles escalated calls from agents 

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