Scope of position and background info:
Full-Time, Hybrid
Responsibilities:
Team Leadership:
Supervise, coach, and develop a group of Team Leaders.
Conduct regular performance evaluations and provide actionable feedback.
Operational Management:
Monitor daily operations to ensure efficient and effective handling of customer inquiries, complaints, and escalations.
Ensure adherence to company policies and procedures – quality mishandles.
Manage and optimize workflow processes to improve service delivery.
Performance Monitoring:
Track and analyze key performance indicators (KPIs) and service metrics.
Prepare regular performance reports and present findings to management.
Identify areas for improvement and implement corrective actions as needed.
Customer Experience:
Address escalated customer issues and ensure swift resolution.
Develop and implement initiatives to enhance overall customer satisfaction.
Training & Development:
Raise training needs and knowledge/process gaps to domain specialists
Keep the team informed of new procedures, product updates, and industry trends.
Quality Assurance:
Conduct regular audits and customer interactions reviews to ensure quality standards compliance.
Implement coaching sessions, ticket reviews and continuous improvement processes.
Administrative Duties:
Oversee TL management of scheduling, attendance, and performance records.
Handle administrative tasks related to operations and team management.
Requirements:
Bachelor’s degree in Business Administration, Management, or a related field preferred.
Minimum of 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.
Proven experience in managing customer service operations or similar roles.
Strong leadership and team management skills with proven experience in surpassing KPIs above target benchmarks.
Excellent communication and interpersonal skills.
Proficient in using customer service software, Salesforce, Excel, Monday, and performance tracking tools.
Analytical and problem-solving skills with a focus on process improvement.
Ability to work in a fast-paced, dynamic environment, with outstanding time management skills.
Detail-oriented with strong organizational skills.
English – Native level
Details:
Please send CV with Job Title to: [email protected]