The Customer Care Team Leader is responsible for overseeing the daily operations, performance, and development of Customer Care Associates to ensure delivery of exceptional customer service and achievement of client and company KPIs.

Key Responsibilities

• Team Management & Leadership
  • Lead, coach, and develop Customer Care Associates through regular one‑on‑one coaching sessions, team huddles, and performance discussions.
  • Implement process updates and operational changes communicated by Operations Management and the Client.
  • Provide timely, constructive feedback to team members by recognising strengths and identifying opportunities for improvement.
  • Motivate staff to meet and exceed productivity, customer satisfaction, and quality targets.
  • Promote employee engagement through team activities, recognition programmes, and rewards & recognition initiatives.
  • Manage employee attrition by ensuring continuous sup...