Team Lead - Customer Care

Job Description:
Essential Duties & Responsibilities: Monitors individual calls and provides feedback regarding quality and call handle time Presents monthly achievement levels and goals to assigned team and coaches individual team members to ensure improvement and efficient productivity is achieved. Manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed. Responsible for communicating policy updates and company information through team meetings, pre-shift briefings and one-on-one development sessions. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner. Minimum Qualifications:
At least 1 - 2 years working experience as Team Leader/ Engagement Coach Must have experience as Quality Analyst Willing to work on shifting schedules Willing to work on extended hours Can start ASAP