Team Lead - CCT

This role involves leading a Customer Contact Team (CCT) to ensure efficient and effective customer support operations and a positive customer experience.
Responsibilities:**
* Lead and supervise a team of CCT representatives, providing guidance, coaching, and performance feedback.
* Oversee daily CCT operations, including call handling, email responses, and chat support, ensuring adherence to service level agreements (SLAs).
* Develop and implement strategies to improve customer satisfaction and team productivity.
* Conduct regular team meetings and training sessions to enhance skill sets and knowledge of products/services.
* Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
* Monitor team performance metrics, analyze data, and generate reports for management.
* Collaborate with other departments to ensure seamless customer service and problem resolution.
* Ensure compliance with company policies, procedures, and regulatory requirements.
* Participate in the recruitment and onboarding of new CCT team members.
Qualifications:**
* Bachelor's degree in Business Administration, Communications, or a related field.
* Minimum of 3-5 years of experience in a customer service role, with at least 1-2 years in a supervisory or leadership position.
* Proven ability to lead, motivate, and develop a team.
* Excellent verbal and written communication skills.
* Strong problem-solving and decision-making abilities.
* Proficient in using CRM software and other customer service tools.
* Ability to work effectively in a fast-paced and dynamic environment.
* Strong organizational and time management skills.
* A customer-centric approach with a passion for delivering exceptional service.

Any Graduates