Customer Service Team Leader (Alex) - American Account

We are looking for Team Leaders who can provide not only the superior customer experience but can also demonstrate operational excellence (service level, quality, productivity, policy adherence, etc.

• Optimize CSRs performance from both a quality and efficiency perspective
• Provides statistical and performance feedback and coaching on a regular basis for each team member.
• Address disciplinary and/or performance problems according to company policy.
• Drive knowledge transfer within the team
• Roster distribution to achieve the target
• Provide input/feedback to Management team where required
• Remain well versed in Call Monitoring policies, procedures, standards and documentation