~2mo ago

Customer Care Team Lead (Inbound)

Customer SupportOtherCustomer Service RepresentativeCustomer Care

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Quick Summary

Overview

Description Supervise daily 24/7 emergency operations and ensure adequate shift coverage. Manage attendance, leave, schedules, and shift handovers. Monitor abandoned calls,

Technical Tools

Customer SupportOtherCustomer Service RepresentativeCustomer Care

Supervise daily 24/7 emergency operations and ensure adequate shift coverage.
Manage attendance, leave, schedules, and shift handovers.
Monitor abandoned calls, ensure call backs are done
Ensure accurate capture of incident information.
Ensure stolen vehicles are promptly escalated for tracing and recovery.
Monitor active cases and coordinate with authorized tracing and recovery stakeholders
Lead, coach, mentor, and motivate Call Centre Agents.
Monitor performance against agreed KPIs and implement corrective actions.
Identify training and development needs.
Act as the first escalation point for complex or critical incidents.
Investigate recurring issues, complaints, and response delays and recommend corrective actions.
Ensure proper follow-up and handover of active cases across shifts.
Prepare daily, weekly, and monthly operational reports.
Ensure Call Centre and vehicle-tracking systems are used effectively and system issues are promptly escalated.