JOB DETAILS:
BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.
Workdays: Monday-Sunday with Scheduled off days.
Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.
Duties and Responsibilities
Performance Management & Tracking:
• Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
• Maintain the CTA Tracker.
• Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.
• Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).
• Fair and consistent application of performance management and…
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