Team Supervision & Performance Monitoring 

• Provide day-to-day leadership and support to team members within the Customer Account emails, Installation followup and Sales follow up.  

• Monitor call quality, productivity, attendance, and overall performance of team members. 

• Monitor and guide team performance, ensuring alignment with departmental goals, KPIs, and quality standards. 

Agent Support & Coaching 

• Assist agents in handling complex sales, billing, and retention-related customer queries. 

• Coach and mentor agents to improve communication, objection handling, and conversion skills. 

• Conduct regular feedback sessions and support performance improvement plans. 

• Act as the first point of contact for agent-level concerns and challenges. 

Sales & Escalation Handling 

• Support agents in managing escalated sales and billing issues before forwarding to the Supervisor. 

• Coordinate with Sales, Billing, and Field Operations teams to resolve customer concerns efficiently. 

• Ensure proper follow-up and closure of escalated tickets within defined timelines. 

Customer Experience & Quality Assurance 

• Ensure outbound calls are handled professionally with a strong customer-centric approach. 

• Maintain service quality standards and support initiatives to reduce customer churn. 

• Identify recurring customer issues and report insights to the Supervisor for process improvement. 

Reporting & Coordination 

• Prepare daily/weekly team performance reports and share them with the Supervisor. 

• Communicate updates, targets, and process changes clearly to agents.