Team Lead - Customer Care

This role is responsible for ensuring the success of customer service delivery through effective team management and adherence to operational standards. You will monitor and ensure adherence to attendance, login hours, and leave policies while addressing team issues to maintain operational efficiency. Key duties include managing, motivating, and coaching team members to achieve key performance indicators such as CSAT and process compliance, and facilitating team retention initiatives. You will analyze performance data to ensure execution parameters are consistently met or exceeded, oversee the availability of skilled agents to resolve customer care requests with a high rate of first contact resolution, and ensure team members maintain current knowledge through regular process updates. The role also involves utilizing reporting and management information to run an effective team, and contributing to capacity planning, timely hiring, and performance management within budgetary constraints.