We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Job Summary
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. This role focuses on coaching, performance management, quality assurance, employee engagement, client coordination, and operational compliance while fostering a high-performing and customer-centric work environment.
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 recognizing 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 programs, and rewards & recognition initiatives.
- Manage employee attrition by ensuring continuous support, guidance, and career development for team members.
- Handle management concerns and operational issues that arise during operating hours.
Performance Management
- Monitor and analyze individual and team performance through daily, weekly, and monthly reports and data analysis.
- Create and maintain monthly scorecards for all assigned agents.
- Reinforce program expectations and ensure all KPIs and service levels are achieved or exceeded.
- Conduct regular performance reviews and participate in calibration sessions with management and clients.
- Ensure team involvement in performance analysis and action planning.
Quality Assurance & Compliance
- Conduct daily call listening sessions and random audits to ensure adherence to SOPs, quality standards, and customer service expectations.
- Complete required QA audits using the approved QA audit tools and forms, with a minimum requirement of three audits per agent per week.
- Ensure adherence to operational procedures, company policies, and client requirements.
- Enforce compliance with the company’s Code of Conduct and operational guidelines.
- Issue Notices to Explain (NTEs) and Notices of Decision (NODs) for behavioral, performance, and Code of Conduct violations, subject to HR and Operations Manager review.
Client & Stakeholder Management
- Review and address client escalations, complaints, and call-outs in a timely manner.
- Attend daily, weekly, monthly, and quarterly meetings with clients and management teams.
- Maintain open communication and coordination with internal departments, management, HR, QA, Workforce Management, and clients.
- Ensure proper endorsement and handoff of operational updates and concerns.
Workforce & Operational Management
- Prepare and implement monthly staffing schedules to ensure operational requirements and service levels are consistently met.
- Monitor attendance, schedule adherence, and staffing utilization.
- Ensure smooth day-to-day operations of the Customer Care team.
- Support operational initiatives and process improvements that enhance customer experience and team performance.
- Be flexible to work shifting schedules, weekends, and holidays as required by business operations.
Qualifications
- Bachelor’s degree in Business Administration, Communications, Management, or related field preferred.
- At least 2–3 years of experience in a BPO or customer service environment, with a minimum of 1 year in a supervisory or leadership role.
- Strong leadership, coaching, and people management skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Experience handling customer escalations and client communications.
- Knowledge of performance management, quality assurance processes, and workforce management principles.
- Proficient in Microsoft Office applications and reporting tools.
- Ability to work in a fast-paced and dynamic environment.
- Willingness to work flexible schedules, including weekends and holidays.
Join the A-Team and experience the A-Life!
