Key Responsibilities
• Lead daily performance across CSAT, AHT, SLAs, Productivity, FCR, and Transfer Rate
• Monitor real-time queues and partner with WFM for staffing coverage
• Provide floor support, live monitoring, and escalations
• Ensure schedule adherence and shift discipline
• Own team-level reporting (daily/weekly/monthly)
...
team lead - customer support.
- posted 2 days ago
- closes 28 may 2026
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