Team Leader

Qualifications :

Team Leads shall meet or have the following education, work experience and other

recommended requirements :

• 3 + years experience at handling customers within service / technical fields.
• Fluent, have acceptable accents, and speak clearly and understandably in each of

the language(s) in which the Services are provided, as well as in English where

required as a second language for the provision of Services.

driven way.

clear data driven approach and tangible output for agents to improve.

levels of management and able to adjust messaging to different target audiences

with to-the-point communication.

excellence and commitment to quality and customer service.

Center environment or tech / service / sales industry o Familiarity with project

management

Responsibilities :

Team Leader's responsibilities include but are not limited to the following :

coaching, shadowing and supporting their agents directly. Effective use of key

dashboards and call activity reporting to ensure excellent performance rigor.

to establish and develop an effective team; identify outliers and manage the team's

performance to continuous KPI achievement.

channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure

consistent performance according to the relevant service level metrics or

revenue / funnel goals.

priorities are understood and adhered to by agents. Able to adjust messaging to

different target audiences (agent, Ops Manager, Facebook) with to-the-point

communication.

features.

operations to allow appropriate prioritization.

improve.