XTN-2818996 | OMNICHANNEL CUSTOMER CARE TEAM LEADER

The posting

The Omnichannel Customer Care Team Leader leads and supports a team of Customer Care Specialists delivering service across voice, email, social media, and online community channels. The role is accountable for day-to-day team performance, service delivery, coaching, case and escalation management, operational discipline, and consistent customer experience across assigned queues.

The Team Leader manages a flexible, queue-based operating model and may redeploy team members across voice and non-voice channels based on customer demand, staffing requirements, service levels, employee readiness, and business priorities. The role ensures that employees are trained, supported, and monitored before and while handling assigned channels.

.

1. Team Leadership and People Management

· Lead, guide, and support a team of Customer Care Specialists across assigned voice and non-voice channels.

· Set clear performance and behavioral expectations and reinforce accountability for attendance, schedule adherence, quality, productivity, customer experience, and compliance.

· Conduct regular team huddles, one-on-one discussions, coaching sessions, and performance reviews.

· Identify skill gaps and coordinate training, refresher sessions, nesting support, and performance improvement actions.

· Promote collaboration, professionalism, employee engagement, and a customer-focused culture.

· Address attendance, conduct, and performance concerns promptly and document actions in accordance with company policy.

2. Omnichannel Operations and Queue Management

· Oversee daily operations across inbound and outbound calls, email, social media, and online community platforms.

· Monitor queue conditions, staffing coverage, workload distribution, backlog, response times, and service-level performance.

· Recommend or implement channel reassignments based on queue demand, staffing levels, operational priorities, employee readiness, and demonstrated proficiency.

· Ensure agents transition between channels in an organized manner and receive the required briefing, system access, training, and support.

· Coordinate with Workforce Management and Operations on schedules, breaks, shift coverage, overtime, leave impact, and intraday staffing adjustments.

· Provide floor support and maintain leadership visibility during critical operating periods.

3. Performance Management and Coaching

· Monitor individual and team performance against approved key performance indicators, service standards, quality requirements, and productivity expectations.

· Review performance data, customer feedback, case outcomes, quality findings, and behavioral observations to identify trends and improvement opportunities.

· Provide timely, specific, and documented coaching with clear actions, ownership, and follow-through.

· Recognize strong performance and recommend appropriate development or recognition opportunities.

· Partner with Quality, Training, Workforce Management, Human Resources, and Operations on corrective or developmental interventions when required.

4. Customer Escalation and Case Management

· Own or support complex, critical, sensitive, or unresolved customer concerns that require leadership intervention.

· Guide agents in identifying customer needs, applying troubleshooting steps, selecting appropriate resolutions, and determining when escalation is required.

· Ensure escalated cases are routed to the correct team, monitored, followed up, accurately documented, and closed within established requirements.

· Communicate with customers professionally when handling escalations and set clear expectations on next steps and resolution ownership.

· Identify recurring failure points and recommend corrective actions to reduce repeat contacts and prevent avoidable escalations.

5. Quality, Compliance, and Documentation

· Ensure customer interactions, transactions, case notes, and resolutions are complete, accurate, and properly documented.

· Reinforce adherence to company policies, client requirements, approved procedures, regulatory obligations, data privacy standards, and information security controls.

· Conduct or support interaction reviews, quality calibrations, case audits, and documentation checks.

· Ensure agents verify customer information and process payments, refunds, billing adjustments, account changes, cancellations, and related transactions in accordance with approved controls.

· Escalate suspected compliance breaches, data incidents, process gaps, or control failures through the appropriate channels.

6. Social Media, Community, and Reputational Risk Management

· Oversee responses to customer inquiries, complaints, comments, and service concerns across assigned social media and community platforms.

· Ensure public and private responses are accurate, timely, professional, brand-safe, and appropriate to the channel and situation.

· Monitor emerging concerns, brand mentions, customer sentiment, trending issues, potentially viral cases, and reputational risks.

· Escalate material or sensitive online concerns promptly and coordinate response handling with the appropriate stakeholders.

· Guide content moderation, community engagement, event coverage support, and multi-channel content review when assigned.

7. Sales, Retention, and Customer Experience

· Ensure agents identify customer needs and present suitable products, services, upgrades, bundles, or retention options in accordance with approved guidelines.

· Monitor the quality and accuracy of sales and retention conversations and reinforce fair, transparent, and customer-appropriate recommendations.

· Use customer feedback and interaction trends to recommend improvements to processes, knowledge content, customer journeys, and service delivery.

8. Reporting and Continuous Improvement

· Prepare and communicate accurate performance updates, operational summaries, escalation reports, action plans, and other required documentation.

· Analyze recurring customer concerns, contact drivers, operational risks, service gaps, and process defects.

· Raise trends that may affect customer volume, service levels, quality, compliance, or brand reputation.

· Partner with relevant teams to implement corrective actions and track progress through completion.

· Support operational readiness for new products, campaigns, policy changes, tools, processes, and channel expansions.

Decision-Making and Escalation Authority

· Make day-to-day decisions on work allocation, queue support, coaching priorities, and case ownership within approved operational guidelines.

· Approve or recommend customer remedies, schedule adjustments, and operational actions within assigned authority limits.

· Escalate matters involving significant customer impact, potential reputational risk, compliance exposure, data privacy, information security, financial risk, employee relations, or service disruption.

· Ensure decisions outside delegated authority are referred to the appropriate manager or functional owner.

Leadership and Coaching

· Ability to set expectations, hold employees accountable, and provide fair and actionable feedback.

· Strong coaching, facilitation, motivation, conflict management, and performance improvement skills.

· Ability to balance employee support with operational and customer requirements.

Communication

· Strong verbal and written English communication skills.

· Ability to communicate clearly with customers, employees, managers, and cross-functional teams.

· Excellent grammar, spelling, proofreading, presentation, and business writing ability.

· Ability to adjust tone and communication style across voice, email, social media, and community channels.

Customer and Escalation Management

· Strong customer focus, sound judgment, and ownership through case closure.

· Ability to de-escalate difficult interactions and manage sensitive or high-impact concerns professionally.

· Ability to explain technical, billing, account, product, or policy matters in simple terms.

Analytical and Operational Management

· Ability to interpret performance results, quality findings, customer feedback, queue conditions, and operational trends.

· Strong planning, prioritization, root-cause analysis, problem-solving, and decision-making skills.

· Ability to manage multiple priorities, cases, systems, and stakeholders in a fast-paced environment.

Digital and Social Media Leadership

· Comfortable overseeing customer care through social media and online community platforms.

· Understanding of moderation practices, brand-safe communication, customer sentiment, and reputational risk.

· Ability to identify sensitive, emerging, or potentially viral concerns and escalate them appropriately.

Collaboration and Agility

· Ability to work effectively with Operations, Quality, Training, Workforce Management, Human Resources, Information Technology, and other support teams.

· Adaptability to changing queues, tools, procedures, staffing conditions, customer needs, and business priorities.

· Receptive to feedback and committed to continuous learning and team development.

Technical Requirements

The Team Leader must be able to use or learn the following:

· Customer Relationship Management or CRM systems

· Ticketing and case management platforms

· Contact center and telephony applications

· Email management systems

· Social media management and monitoring platforms

· Online community management tools

· Knowledge management systems

· Billing and customer account platforms

· Workforce management and scheduling tools

· Quality monitoring, coaching, and performance reporting tools

· Microsoft Office or Microsoft 365 applications

· Internal communication and collaboration platforms

The Team Leader must also demonstrate:

· Ability to navigate multiple systems and customer records while supporting live operations.

· Ability to review customer interactions, case notes, performance data, and operational reports accurately.

· Basic to intermediate technical troubleshooting capability across telecommunications services and supported devices.

· Accurate documentation and secure handling of customer, employee, and operational information.

· Compliance with information security, acceptable-use, data privacy, and access-control requirements.

Work Requirements

· Willingness to work rotating shifts, including evenings, weekends, and public holidays.

· Flexibility to render overtime, provide extended coverage, or support schedule changes when required by the business.

· Ability to work onsite, remotely, or under a hybrid arrangement, depending on operational requirements.

· Availability to support urgent customer escalations, service disruptions, or critical operating periods within assigned coverage.

· College undergraduate, vocational or short-course certificate holder, or bachelor's degree holder in any field.

· Relevant customer service experience in telecommunications, contact center operations, digital customer care, or a related environment is required.

· Previous experience as a Team Leader, Subject Matter Expert, senior agent, coach, or comparable frontline leadership role is strongly preferred.

· Experience supporting both voice and non-voice channels is strongly preferred.

· Experience in coaching, performance management, customer escalation handling, and operational reporting is required.