The Team Leader – Customer Care is responsible for managing and supervising customer care associates to ensure high-quality customer service and achievement of operational targets. The role involves team management, performance monitoring, escalation handling, coaching, and driving continuous improvement in customer experience and service delivery.
Key Responsibilities
- Lead and manage a team of customer care associates in daily operations.
- Monitor team performance against KPIs, SLAs, and quality standards.
- Handle customer escalations and ensure timely issue resolution.
- Conduct regular coaching, feedback, and performance review sessions.
- Ensure adherence to company policies, processes, and compliance standards.
- Monitor attendance, productivity, and schedule adherence of team members.
- Support onboarding and training of new associates.
- Prepare operational reports and performance dashboards.
- Coordinate with quality, training, and operations teams for process improvements.
- Motivate and engage team members to achieve performance targets.
- Identify process gaps and recommend operational improvements.
- Ensure high levels of customer satisfaction and service quality.
Requirements:
- Bachelor’s degree or equivalent qualification.
- 5–7 years of experience in customer care/contact center operations.
- Minimum 2 years of team handling experience preferred.
- Experience in voice and non-voice customer support environments.
- Knowledge of quality management and coaching practices, CRM and customer care systems.
- Proficiency in MS Excel, Word, and reporting tools.
- Understanding of customer care KPIs and SLA management.
- Familiarity with reporting dashboards and workforce monitoring tools is preferred.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Strong customer handling and escalation management skills.
- Ability to analyze team performance, operational metrics, problem-solving and decision-making capabilities.
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on https://careers.kone.com/en/
