Team Leader – Customer Experience

Role Summary:

The Team Leader – Voice and Chat Support will be responsible for managing a team of customer support representatives handling voice and chat processes. The role involves ensuring excellent customer service, meeting performance targets, and maintaining high levels of team engagement and operational efficiency. The ideal candidate should have strong leadership, communication, and multitasking skills with experience in managing both voice and chat operations.

Key Responsibilities:

Team Management: Supervise and manage a team of voice and chat support agents, ensuring consistent performance and productivity. Monitor attendance, adherence to schedules, and compliance with company policies.Conduct regular one-on-one meetings to provide feedback, coaching, and support for skill improvement.

Operational Excellence:Ensure the team meets or exceeds SLAs, KPIs, and quality standards in both voice and chat processes.Track and monitor real-time performance metrics, including response time, resolution time, and customer satisfaction scores.Identify and address process gaps, and collaborate with stakeholders to implement improvements.

Customer Experience:Monitor customer interactions to ensure high-quality responses and positive customer experiences.Handle escalated issues promptly and professionally to ensure customer satisfaction.Conduct regular quality audits to maintain high standards across the team.

Training and Development:Train new team members on voice and chat protocols, tools, and company policies.Organize skill enhancement and knowledge-sharing sessions for team development.Identify training needs and recommend appropriate upskilling programs.

Reporting and Analytics:Prepare daily, weekly, and monthly performance reports for the team and share them with management.Analyze data to identify trends, track progress, and propose actionable strategies for improvement.

Collaboration and Communication:Act as the primary point of contact between the team and higher management.Ensure smooth communication of company updates, policies, and process changes to the team.Collaborate with cross-functional teams to resolve operational challenges.

Education: Graduate in any discipline (preferred).

Experience:

Minimum 3–5 years of experience in customer support, with at least 1–2 years in a supervisory or leadership role.Proven experience in managing voice and chat processes.

Technical Skills:

• Familiarity with CRM tools, ticketing systems, and chat platforms.
• Proficiency in MS Office (Excel, PowerPoint, etc.).
• Soft Skills:
• Strong leadership, coaching, and mentoring skills.
• Excellent verbal and written communication abilities.
• Multitasking and time management skills.
• Ability to handle escalations and work under pressure.

Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.