Job Summary

To strategize, lead a team of agents which might include Customer care and Technical Support agents who need to ensure they can respond to any customer enquiry type end-to-end from Billing, Complaints, Sales Support to collections

Key Accountabilities

• Meet objectives for team performance and individual performance of agents by providing effective feedback, coaching, and support
• Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the lead to achieve the right result
• Drive a customer centric culture within the business.
• Support all your agents and must be physically co-located.
• Support your team within the moment feedback – they need to walk around, listen to calls in real time and monitor freely
• Organic learning is fostered and encouraged.
• Teams must have rituals to further iterate and evolve, while also ensuring they c...