Team Lead (Day Shift)

Job Scope

This role oversees and encourages team members to actively contribute to ensure that each person is correctly offering assistance to their respective customers. They are also responsible for ensuring that the workload of the Service Coordinators they are in charge of is handled correctly. They are a crucial part of the growth of the Service Coordinators.

 

Responsibilities

Managing the dashboard for coordinators that have been assigned to it.  

Responding to customer inquiries and resolving escalated issues.  

Monitor KPI and aging to ensure customer expectations are being maintained  

Ensure proper training is continued and new hires are set up for success  

Manage a large service dashboard  

Develop a strategy that the team members can use to better serve the client and maintain the customer’s KPI targets.   

Assign tasks to team members.  

Communicate clear instructions to team members.  

Oversee the daily operations of the team.