About this role

Lead, guide, and support a team of Customer Care Specialists across assigned voice and non-voice channels.
Set clear performance and behavioral expectations and reinforce accountability for attendance, schedule adherence, quality, productivity, customer experience, and compliance.
Conduct regular team huddles, one-on-one discussions, coaching sessions, and performance reviews.
Identify skill gaps and coordinate training, refresher sessions, nesting support, and performance improvement actions.
Promote collaboration, professionalism, employee engagement, and a customer-focused culture.
Address attendance, conduct, and performance concerns promptly and document actions in accordance with company policy.

Oversee daily operations across inbound and outbound calls, email, social media, and online community platforms.
Monitor queue conditions, staffing coverage, workload distribution, backlog, response times, and service-level performance.
Recommend or implement channel reassignments based on queue demand, staffing levels, operational priorities, employee readiness, and demonstrated proficiency.
Ensure agents transition between channels in an organized manner and receive the required briefing, system access, training, and support.
Coordinate with Workforce Management and Operations on schedules, breaks, shift coverage, overtime, leave impact, and intraday staffing adjustments.
Provide floor support and maintain leadership visibility during critical operating periods.

Monitor individual and team performance against approved key performance indicators, service standards, quality requirements, and productivity expectations.
Review performance data, customer feedback, case outcomes, quality findings, and behavioral observations to identify trends and improvement opportunities.
Provide timely, specific, and documented coaching with clear actions, ownership, and follow-through.
Recognize strong performance and recommend appropriate development or recognition opportunities.
Partner with Quality, Training, Workforce Management, Human Resources, and Operations on corrective or developmental interventions when required.

Own or support complex, critical, sensitive, or unresolved customer concerns that require leadership intervention.
Guide agents in identifying customer needs, applying troubleshooting steps, selecting appropriate resolutions, and determining when escalation is required.
Ensure escalated cases are routed to the correct team, monitored, followed up, accurately documented, and closed within established requirements.
Communicate with customers professionally when handling escalations and set clear expectations on next steps and resolution ownership.
Identify recurring failure points and recommend corrective actions to reduce repeat contacts and prevent avoidable escalations.

Ensure customer interactions, transactions, case notes, and resolutions are complete, accurate, and properly documented.
Reinforce adherence to company policies, client requirements, approved procedures, regulatory obligations, data privacy standards, and information security controls.
Conduct or support interaction reviews, quality calibrations, case audits, and documentation checks.
Ensure agents verify customer information and process payments, refunds, billing adjustments, account changes, cancellations, and related transactions in accordance with approved controls.
Escalate suspected compliance breaches, data incidents, process gaps, or control failures through the appropriate channels.

Oversee responses to customer inquiries, complaints, comments, and service concerns across assigned social media and community platforms.
Ensure public and private responses are accurate, timely, professional, brand-safe, and appropriate to the channel and situation.
Monitor emerging concerns, brand mentions, customer sentiment, trending issues, potentially viral cases, and reputational risks.
Escalate material or sensitive online concerns promptly and coordinate response handling with the appropriate stakeholders.
Guide content moderation, community engagement, event coverage support, and multi-channel content review when assigned.

Ensure agents identify customer needs and present suitable products, services, upgrades, bundles, or retention options in accordance with approved guidelines.
Monitor the quality and accuracy of sales and retention conversations and reinforce fair, transparent, and customer-appropriate recommendations.
Use customer feedback and interaction trends to recommend improvements to processes, knowledge content, customer journeys, and service delivery.

Prepare and communicate accurate performance updates, operational summaries, escalation reports, action plans, and other required documentation.
Analyze recurring customer concerns, contact drivers, operational risks, service gaps, and process defects.
Raise trends that may affect customer volume, service levels, quality, compliance, or brand reputation.
Partner with relevant teams to implement corrective actions and track progress through completion.
Support operational readiness for new products, campaigns, policy changes, tools, processes, and channel expansions.

Make day-to-day decisions on work allocation, queue support, coaching priorities, and case ownership within approved operational guidelines.
Approve or recommend customer remedies, schedule adjustments, and operational actions within assigned authority limits.
Escalate matters involving significant customer impact, potential reputational risk, compliance exposure, data privacy, information security, financial risk, employee relations, or service disruption.
Ensure decisions outside delegated authority are referred to the appropriate manager or functional owner.

Customer Care Team Lead