Team Leader

Team Leader leads and coordinates a customer care team to maximize client satisfaction and performance metrics. Responsibilities include supervising and scheduling Customer Care Representatives, conducting team meetings, monitoring call quality and adherence to standards, recommending corrective actions, coaching and developing staff, managing attendance, time sheets, PTO and incentives, performing performance reviews, training new hires, overseeing staffing levels, assigning duties, analyzing and reporting on metrics, addressing customer issues, coordinating with management on process improvements, and supporting client initiatives. The role requires strong English communication, organizational and analytical skills, proficiency with MS Office, and the ability to manage escalations and develop team performance in a fast-paced call center environment.