Team Leader

Key Responsibilities

• Lead, coach, and develop a team of Complaint Specialists to achieve productivity, quality, and service targets
• Monitor team performance through dashboards and reporting tools; provide actionable insights and interventions
• Ensure timely and accurate resolution of customer complaints in line with company policies and SLAs
• Conduct regular coaching sessions, performance reviews, and development planning for team members
• Handle escalations and complex cases, applying critical thinking and sound judgment
• Identify trends, root causes, and process gaps; recommend strategic improvements to enhance customer experience
• Collaborate with cross-functional teams (e.g., Operations, FOH, Customer Service) to drive issue resolution
• Maintain high standards of compliance, documentation, and data integrity