In this role, youll oversee daily operations, ensure smooth shift coverage, and maintain high-quality customer interactions. Youll also play a critical role in coaching, mentoring, and developing agents, handling escalations, and ensuring we meet our KPIs.
Responsibilities:
Team Management: Lead, mentor, and support a team of 10-15 CX agents.
Quality Assurance & Coaching: Conduct regular QA reviews and coaching sessions to improve agent performance.
Shift & Volume Management: Oversee work schedules, optimize shift coverage, and ensure efficient handling of customer interactions.
Escalation Handling: assist our Seniors and front line with escalations and manager calls.
Performance Tracking: Monitor key metrics and team performance, ensuring we meet our KPI and drive efficiency.
Professional Growth: Guide and develop agents, helping them advance their careers and enhance their expertise.
2+ years of experience as a Team Lead in customer support.
Native English speaker / English mother tongue level- must.
Experience with shift management, workforce optimization, and customer communication tools.
Strong coaching and problem-solving skills with a passion for team development.
Data-driven mindset with experience tracking KPIs and using reports to improve performance.
Ability to work in a fast-paced, data-driven environment while ensuring top-notch service.
Excellent communication and coaching skills.
Experience with our systems – Front / Talkdesk – advantage.
