Team Lead, Multimedia
As Team Lead, Multimedia, I managed a large team within the contact centre and provided continuous mentorship and training. I was accountable for tracking key performance indicators and ensuring prompt resolution of customer requests. The role demanded strong people management and analytical skills.
• Supported and motivated agents based on Quality Assurance feedback
• Measured and analyzed KPIs such as SLA, response times, and resolution speed
• Managed a team of over 120 contact centre agents, including new staff training
• Prioritized and addressed customer complaints and requests via live chat and email platforms
As Team Lead, Multimedia, I managed a large team within the contact centre and provided continuous mentorship and training. I was accountable for tracking key performance indicators and ensuring prompt resolution of customer requests. The role demanded strong people management and analytical skills. • Supported and motivated agents based on Quality Assurance feedback • Measured and analyzed KPIs such as SLA, response times, and resolution speed • Managed a team of over 120 contact centre agents, including new staff training • Prioritized and addressed customer complaints and requests via live chat and email platforms
2019 - 2021