Customer Service Team Leader

Mô tả Công việc
Ensure all agents are achieving their daily KPI's in qualitative metrics;
Monitor scoring KPI statistics;
Isolate and identify areas of improvement on members performance;
Monitor daily reports from the supervisor
Provide leadership, guidance, and support to the team members
Manage refreshment & training to agents
Handle major incidents that cannot be resolved by agents
Identify & escalate issues to the related teams when out of the scope of this department;
Find issues among members related to productivity and problem-solving;
Accept and process special requests from customers as per SOPs;
Interface with customers on refunds, providing explanations and processing;
Manage recurring meetings with team(s) to review performance;
Manage routing and payment method enablement as per available inventory defined by SOPs;
Ensure all cases are solved within required timeframe following the company's SOPs;
Report fraud to the company's risk team;
Report any product error findings to related product/engineering teams.