Customer Service Team Lead

Há 7 dias


Laguna, Brasil beBeeCallCenter Tempo inteiro US$40.000 - US$50.000

Job Title: Call Center Supervisor

The Call Center Leader is accountable for overseeing a team of associates, monitoring their daily activities, and managing their performance to meet client metric obligations.

Main Responsibilities:
  1. Activity Review and Monitoring: Track quality, attendance, productivity, and service measures to ensure the team meets its objectives.
  2. Team Performance Management: Accountable for ensuring that the team meets client metric obligations. Handle escalated customer claims as needed.
  3. Leadership and Coaching: Conduct informal and formal performance reviews, do corrective action as necessary, and attend meetings to provide recommendations for program and call center improvements.
  4. Operational Support: Assist in reporting changes due to employee work schedules, terminations, leave requests, vacation, and illness.
Additional Responsibilities:
  1. Expert Development: Develop customer service capabilities through regular coaching using proven models.
  2. Morale and Productivity: Build and maintain a high level of morale to assist with productivity, including conducting regular team-building activities.

The Call Center Leader acts as a role model, ensuring all employees understand and adhere to company values and leadership principles.



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