Job Description
Will be responsible for; effectively managing, coaching and motivating agents to meet individual, team and business
Key Performance Indicators by carrying out responsibilities in the areas of Customer Experience, Orientation;
Performance Management; Quality Assurance;
The Customer Service Team Lead will also do Reporting;
Administrative duties; and Attendance management.
Responsibilities:
Manage a team of 10-12 customer service staff
Achieve First Reply Time, Full Resolution Time, CSAT and Quality set expectations
Manage team shifts planning, time off, raining, growth plans, annual leave plans and overtime.
Daily, Weekly and Monthly reporting on agent and team performance
Work with senior agents to manage escalations within defined timelines
Conduct periodic coaching sessions with agents as scheduled
Work with the Customer Service Director to achieve consistency across teams, by building awareness of team strengths and development needs.
Qualifications:
Experience:
Minimum 3-4 years work experience; with 2 years experience in a leadership position · Proficient in MS Office Suite – MS Word, MS Excel and Powerpoint
Good understanding of Performance Management Programme
Excellent Coaching Skills & previous experience in leading teams
Demonstrated exceptional Customer Service Skills
Experience with ticketing management systems (ex. Salesforce, Zendesk, etc.)
Experience with or awareness of industry’s latest technology trends and applications (e.g. live chat technology)
Experience working with an international, distributed team.
Key competencies and attributes:
Ability to maintain confidentiality of information
Good interpersonal; communication skills and coaching skills
Excellent organizational skills
Attention to detail, good numerical skills
Ability to work in a strict deadline driven environment
Maintains healthy team dynamics through well developed conflict management skills
Recognizes and acknowledges team and individual performance
Open minded and flexible approach to adapt to changing processes; and job requirements
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