Job Summary
The Team Leader for CCA (Customer Care Ambassadors) is responsible for overseeing a team of Tier 1 Customer/Technical Support agents. This role ensures seamless customer experience, efficient handling of inquiries, and strong team performance across both front-line support and back-office operations.
Key Responsibilities
Team Supervision & Operations
- Manage daily activities of CCA Tier 1 Support agents
- Monitor attendance, adherence, and schedule compliance
- Ensure smooth handling of customer interactions and back-office tasks
Performance Management
- Track and drive team KPIs
- Identify gaps and implement action plans to improve performance
Coaching & Development
- Conduct regular coaching sessions and performance reviews
- Support skill development in
- Assist in onboarding and nesting of new hires
Reporting & Administrative Tasks
- Prepare daily/weekly performance reports
- Analyze trends in customer inquiries and agent performance
- Maintain documentation (coaching logs, QA results, attendance records)
Qualifications
- Experience in a call center environment (healthcare support is a plus)
- At least 1–2 years of leadership or supervisory experience preferred
- Strong background in customer service and/or technical support
- Excellent communication and coaching skills
- Ability to manage multiple priorities in a fast-paced environment
Key Skills
- Leadership & Team Management
- Customer Experience Focus
- Technical Support Understanding (Tier 1 level)
- Coaching & Feedback Delivery
- Problem-Solving & Escalation Handling
