● Supervising and leading a team of agents, including providing guidance, coaching, and mentoring.
● Conducting regular team meetings to discuss goals, performance metrics, and any challenges faced by team members.
● Motivating team members to achieve targets and maintain high performance standards.
● Monitoring individual and team performance metrics such as call quality, productivity, and customer satisfaction.
● Providing feedback and performance evaluations to team members, identifying areas for improvement and implementing corrective actions as needed.
● Implementing performance improvement plans for underperforming team members and recognizing and rewarding high performers.
● Identifying process inefficiencies and implementing strategies to improve productivity and performance.
● Collaborating with other team leads and management to streamline processes and enhance overall efficiency.
● Handling client escalations and resolving issues promptly and effectively to maintain client satisfaction.
● Conducting training sessions for new hires to ensure they are equipped with the necessary skills and knowledge to perform their roles effectively.
● Recommending technical solutions for in scope and out of scope issues
● Identifying areas where technical solutions would improve performance
● Answers Queries Both Tier1 and Tier 2
● Manage the team when team manager is not available and do other tasks that may be provided

● Handles Virgin mobile account billing inquiries, both pay as you and contracts
● Assists customers with technical issues with their phone and with their mobile internet
● Handles escalations and process contract changes as per request.

● Assists members connectivity issues related to their dial up internet connections.
● Walk members through a series of technical steps to resolve internet, browsing, and slow connection speeds.
● Assists members with their billing concerns and explains to end users processes on how to resolve billing concerns.
● Provides credits and disconnection requests from end users.

● Supervising and leading a team of agents, including providing guidance, coaching, and mentoring.
● Conducting regular team meetings to discuss goals, performance metrics, and any challenges faced by team members.
● Motivating team members to achieve targets and maintain high performance standards.
● Monitoring individual and team performance metrics such as call quality, productivity, and customer satisfaction.
● Providing feedback and performance evaluations to team members, identifying areas for improvement and implementing corrective actions as needed.
● Implementing performance improvement plans for underperforming team members and recognizing and rewarding high performers.
● Identifying process inefficiencies and implementing strategies to improve productivity and performance.
● Collaborating with other team leads and management to streamline processes and enhance overall efficiency.
● Handling client escalations and resolving issues promptly and effectively to maintain client satisfaction.
● Conducting training sessions for new hires to ensure they are equipped with the necessary skills and knowledge to perform their roles effectively.
● Recommending technical solutions for in scope and out of scope issues
● Identifying areas where technical solutions would improve performance
● Answers Queries Both Tier1 and Tier 2
● Manage the team when team manager is not available and do other tasks that may be provided

● Handles Virgin mobile account billing inquiries, both pay as you and contracts
● Assists customers with technical issues with their phone and with their mobile internet
● Handles escalations and process contract changes as per request.

● Assists members connectivity issues related to their dial up internet connections.
● Walk members through a series of technical steps to resolve internet, browsing, and slow connection speeds.
● Assists members with their billing concerns and explains to end users processes on how to resolve billing concerns.
● Provides credits and disconnection requests from end users.