Team Lead Sales And Customer Care
Current• I carry out monthly quality monitoring and one to one’s with assigned agents. • I assist the supervisor with the team roster, shift swap requests and in processing annual leave requests.• I create the daily task list and ensure tasks are completed within set timeframes.• I ensure that the teams contact channel SLA’s are met and assist them to achieve sales targets.• I assist with training new team members and interns.• I act as the main point of contact for escalations and issues in the absence of the Department Manager.• I provide support across customer contact channels during peak times or when business needs required.• I work effectively and professionally with internal/external stakeholders to resolve issues.and assist the department manager and supervisor with ad-hoc tasks/duties and projects.
