Customer Care team leader

Were looking for a highly motivated and energetic leader who will oversee a team of customer service associates. Your primary goal will be to ensure the team exceeds performance targets while delivering excellent customer service.

Whats the job?

Monitor the teams performance (~ 15 associates), provide coaching, feedback and mentorship to improve performance and achieve targets
Conduct managerial routines such as team meetings to communicate goals, updates, and service procedures
Address escalated customer issues promptly and effectively
Track and analyze team performance metrics and prepare reports
Identify trends, performance gaps, and areas for improvement and work closely with different functions streamline processes and resolve issues
Responsible for employees engagement and professional development
Managing projects and tasks related to the customer care departmen