CRO Team Leader

The CRO Team Leader supports the Supervisor in overseeing the Customer Relations team, ensuring high standards of service delivery and smooth daily operations. The Team Leader assists in mentoring CROs, handling escalations, and ensuring compliance with service protocols.

Key Responsibilities And Expectations

• Assist the Supervisor in managing the CRO team during shifts.
• Act as the main point of contact for CROs when the Supervisor is unavailable.
• Monitor CRO performance and report issues or improvements to the Supervisor.
• Handle customer complaints and ensure swift and effective resolution.
• Guide new CROs and provide on-the-job training as required.
• Ensure CROs adhere to standard procedures and company policies.
• Coordinate shift handovers and maintain accurate communication logs.
• Support scheduling and shift coverage.
• Ensure CROs are informed about any changes in processes or service updates.
• Encourage teamwork and maintain a positive team environment.
• Perform CRO duties when necessary and lead by example.
• Report equipment or facility issues to the relevant department.
• Assist in data collection or reporting as required.
• Promote company values and professional conduct.