Customer Care Team Leader

Purpose

• To manage the contact center agents and teams to ensure the operations process runs smoothly and as
• planned in order to resolve any customers compliments and enhance their satisfaction within the organization
• policy and procedures.

Key Accountability Areas

• ● To ensure desired customer delight by providing a satisfactory response to customer interaction.
• ● Enhance the agreed targets and KPIs
• ● Manage Customer Interactions through ticketing, Chats & Non-Live cases & outbound voice contact through his/her team for the various services.
• ● Embody the spirit of excellence through team building, leadership people management skills
• ● Identify areas of concern and under-performance in order to take corrective measures
• ● Foster team member development through motivation and ensuring career advancements.
• ● Provide hands-on assistance, share information proactively and troubleshoot for the team in case of problems both through direct intervention and mentoring.
• ● Evolve more effective work process for improving customer interactions.
• ● Constantly monitor & review performance metrics to ensure the achievement of objectives.
• ● To interface with respective work centers for the resolution of complaints.
• ● Track & ensure closure of complaints and agents’ behavior.
• ● Handle Contact Center operations effectively to ensure constant performance achievements.
• ● Identify relevant training needs of agents & ensure effective implementation.
• ● Effectively manage team operations.
• ● Constantly login an take an agent role to update himself on customers’ needs
• ● Manage his/her team quality through listening on a constant basis to the historical and live customer interactions.
• ● Interface with IT/HR/ Training/Quality.
• ● Collate data & generate MIS report.
• ● Handled all kinds of escalations on higher levels presented by clients and ensured resolving all kinds of complaints and client’s satisfaction
• ● Responsible for monthly coaching for all his/her team members to deliver the monthly performance
• review form on time.
• ● Monitor and report his/her team performance, attendance and quality and report the low performers to the CC manager and HRBP
• ● Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner
• ● Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
• ● Promote to other employees within the organization the implementation and adherence to policies,
• procedures, processes, and instructions
• ● Follow daily operations relating to the job to ensure work continuity
• ● Contribute to preparing timely and accurate reports that concern the line of work to meet the
• requirements, objectives, and standards
• ● Ensure the satisfaction of both internal and external customers by addressing their needs in a
• courteous and timely manner
• ● Participate in the identification and recruitment of key talents for their respective Department
• ● Manage, guide and assist direct reports to perform their functional operations in accordance with set policies and procedures
• ● Set performance objectives, provide necessary support, evaluate/appraise the team and provide
• regular feedback on performance
• ● Uphold a high-performance working environment and promote the Organization’s Values

Knowledge and Experience

• ● 2-3 years of relevant experience
• ● Good communication Skills.

Education and Certifications

• ● Bachelor Degree in a relevant field is required
• ● Master’s degree in a relevant field is preferred