Overview

The Customer Service Team Leaders are an essential part of driving success in the Customer Service Center.

Responsibilities

• Supervise the day-to-day activities of CSC Agents.
• Execute performance management actions for CSC Agents.
• Coordinate in real time and daily with the relevant department on CS issues received.
• Serve as the Discipline Management point of contact for CSC agents and as the HR coordinator for administrative actions (Payroll, contracts, etc.).
• Act as the Subject Matter Expert and escalation point of contact for CS agents.
• Monitor call and ticket volume at each interval and initiate real-time actions to meet the target SLA across all channels.
• Assign and manage CSC systems and accounts.
• Monitor customer interactions by CSC agents to maintain quality calls and ticket handling; summarize and analyze agent-level and team-level performance; provide regular r...