The TEAM LEADER is responsible for managing a team of ambassadors whose focus is to provide great customer experience, upsell customers for them to get the best value for their money, and retain customers in the organization.

Responsibilities include but are not limited to: Improve ambassadors performance by providing coaching, real-time feedback and facilitating developmental activities. He or she will also be accountable for customer and client escalations, agent productivity and is expected to be the main subject matter expert to his team.

Primary Responsibilities

• Transfers client-specific knowledge to ambassadors to ensure high quality service, increase in upsell, and retention rate
• Works closely with managers, client SMEs and ambassadors to assess opportunities, generate action plans, and meet targets set by the clients
• Provides daily, weekly and monthly team performance reports
• Monitors calls and identifies impro...