Shopify / Virtual Assistant / Real estate / Customer Service

I have worked for multiple BPO in the past the support chat interactions.

I work for Shopify in the past as customer service representative for 2 years

Supervising and Coaching: Team leaders are responsible for supervising the day-to-day activities of their team members. This includes monitoring calls, providing feedback on performance, and offering coaching and support to help CSRs improve their skills and achieve their targets. Setting Goals and Targets: Team leaders work closely with management to establish performance goals and targets for their team. They communicate these goals clearly to team members and provide ongoing support and guidance to help them meet or exceed expectations. Handling Escalations: When customer issues cannot be resolved by CSRs, team leaders step in to handle escalations. They have the authority to make decisions and take action to resolve complex or sensitive customer inquiries or complaints. Monitoring Performance Metrics: Team leaders track and analyze key performance metrics such as call volume, average handle time, first call resolution rate, and customer satisfaction scores. They use this data to identify trends, pinpoint areas for improvement, and implement strategies to enhance team performance. Providing Support: Team leaders serve as a point of contact for team members who need assistance or guidance. They are available to answer questions, address concerns, and provide support to ensure that CSRs have the resources they need to succeed. Leading Team Meetings: Team leaders conduct regular team meetings to communicate updates, share best practices, and provide training on new processes or procedures. These meetings are also an opportunity to recognize achievements and celebrate successes. Promoting a Positive Work Culture: Team leaders foster a positive work environment by promoting teamwork, collaboration, and morale among team members. They lead by example, demonstrating professionalism, empathy, and a customer-centric approach in all interactions. Managing Administrative Tasks: In addition to their leadership responsibilities, team leaders may also be responsible for handling administrative tasks such as scheduling, timekeeping, and reporting. They ensure that administrative processes are followed accurately and efficiently.