Team leader Comcast business - New LOB

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

A. Performance Management & Coaching

• Monitoring & Feedback: Conduct regular call monitoring, side-by-side coaching, and performance reviews to ensure agents meet quality standards and adherence to procedures.
• Development: Identify individual and team training needs, facilitate workshops, and create personalized development plans to improve agent skills in areas like product knowledge and soft skills (empathy, de-escalation).
• Goal Setting: Clearly communicate and drive the team toward achieving daily, weekly, and monthly Key Performance Indicators (KPIs).

B. Operational Leadership

• Escalation Handling: Serve as the final point of escalation for complex customer issues, providing swift and effective resolution to maintain high customer satisfaction (CSAT).
• Workforce Management: Manage team schedules, ensure adherence to shift timings, authorize necessary time off, and monitor queue and call volume in real-time to maintain service levels.
• Reporting: Generate and analyze daily/weekly performance reports (e.g., AHT, FCR, QA scores) to identify trends, root causes of issues, and opportunities for process improvement.

C. Team Motivation & Culture

• Motivation: Foster a positive, engaging, and high-energy work environment through recognition programs, incentives, and team-building activities.
• Communication: Act as the communication bridge between agents and management, relaying company updates, policy changes, and collecting agent feedback for operational improvement.
• Conflict Resolution: Proactively address internal team conflicts, performance issues, and disciplinary matters fairly and consistently, escalating to the Call Center Manager when necessary.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!