Team Leader (Need Experience)

Job Responsibility

• Lead and manage a team of customer service representatives supporting e-commerce clients.
• Oversee daily operations to ensure adherence to service level agreements (SLAs), quality standards, and client expectations.
• Conduct coaching, training, and performance evaluations to enhance agent productivity and service delivery.
• Handle escalated customer issues and provide quick, effective resolutions to ensure customer satisfaction.
• Collaborate with cross-functional teams (quality, training, workforce management, and operations) to improve processes and service efficiency.
• Monitor team performance metrics such as average handling time (AHT), customer satisfaction (CSAT), first contact resolution (FCR), and order resolution timelines.

Job Requirements

Job Benefits

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