Regional Team Lead
About this role
Job title: Regional Team Lead
Job Purpose
The Regional Team Lead (RTL) builds strong relationships with customers and ensures products or services are optimized to receive the highest ROI.
The RTL plays a major role in hiring, training and mentoring the offline customer support team across offline channels. He/she is also in charge of implementing policies with internal teams to establish quality customer service that exceeds expectations.
Key Responsibilities
- Team Leadership & People Development
- Line Management: Directly oversee a team of Offline Customer Support Officers & State Team Leads, managing daily workflows and resource allocation.
- Performance Management: Drive accountability through rigorous metric monitoring, regular calibrations, and PIP (Performance Improvement Plan) administration.
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