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