Location
Morocco
Job Type
Full-time
Posted
June 12, 2026
Job Description
Job :
Lead and supervise a team of CSRs in day-to-day call center operations
Monitor individual and team performance against program metrics and service levels
Provide real-time coaching, mentoring, and performance feedback
Handle escalation calls and support agents with complex customer concerns
Prepare and submit regular performance and productivity reports
Manage staffing, queues, and call metrics to control service levels and abandoned calls
...
Overview:
The Team Leader is responsible for managing and guiding a team of Customer Service Representatives (CSRs) to ensure consistent achievement of company and client performance standards. This role focuses on performance management, coaching, reporting, and daily operational support to drive productivity, service quality, and team engagement.
Key Responsibilities:
...
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