Customer Care - Team Lead

Job description

Responsibilities

• Own team performance on AHT, NPS, Accuracy, Compliance and Schedule Adherence
• Run huddles, 1:1 coaching, call/email reviews; action plans for BQM (Below Quality Metrics)
• Handle escalations; ensure timely case closure and customer feedback capture
• Work with WFM/RTA for rosters, shrinkage control and intraday recovery
• Coordinate with QA/Training on defects, refreshers, and certification

Publish daily/weekly performance reports to stakeholders Knowledge/Experience

• End-to-end process flows across accounts/cards/digital banking
• Quality frameworks (CQM/COPC principles) and audit requirements RnP metrics and SLA governance</span

Qualifications

BACHELOR OF COMMERCE