Junior Team Lead

Team Enablement & Quality Assurance

- Facilitate bi-weekly coaching sessions for support specialists.
- Diagnose team knowledge gaps via systematic ticket audits.
- Champion operational consistency by designing and delivering interactive training and refresher sessions.
- Safeguard SLA performance by continuously monitoring daily queue volume, output trends, and key efficiency metrics.
- Synthesize team performance data to keep the Team Lead informed on operational health, risk factors, and workflow improvements.

Multi-Channel Customer Ownership

- Manage inbound phone, live chat, and email enquiries from first contact through resolution or structured escalation.
- Apply policy confidently and explain decisions clearly without reliance on scripts.
- Maintain control of complex or emotionally charged conversations.
- Ensure consistent service quality across all communication channels.

Collaboration & Escalation

- Exercise sound judgement on resolution versus escalation.
- Escalate complex, sensitive, or out-of-scope cases appropriately.
- Protect compliance and regulatory standards in all interactions.