Team Leader - Iloilo
1 buwan ang nakalipas
Job Summary
The Team Leader is responsible for driving high First Contact Resolution (FCR) performance by effectively managing coaching and supporting a team of customer service representatives.This role ensures customer concerns are resolved accurately on the first interaction while maintaining quality efficiency and customer satisfaction.
Responsibilities
- Lead and manage a team of agents to consistently achieve FCR CSAT and quality targets
- Analyze FCR drivers identify root causes of repeat contacts escalations
Paglalarawan ng trabaho
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