Team Leader - Internal

Full-time Management & Operations

The TEAM LEADER is responsible for managing a team of ambassadors whose focus is to provide great customer experience, upsell customers for them to get the best value for their money, and retain customers in the organization.

Responsibilities include but are not limited to: Improve ambassadors performance by providing coaching, real-time feedback and facilitating developmental activities. He or she will also be accountable for customer and client escalations, agent productivity and is expected to be the main subject matter expert to his team.

Primary Responsibilities

• Handle daily operations
• Conduct feedback and coaching
• Monitor SLA and ensuring we are meeting them
• Motivate employees to perform better
• Evaluate teams performance
• Promote process improvement
• Conduct team meetings and join client meetings/MBR.
• Help/Initiate with facilitating training sessions
• Organize shift ...