Team Leader Customer Success Code FHKBCSL

Responsibilities:

• Supervise a team of Customer Success Specialists offering direct mentorship and support.
  
• Responsibilities include monitoring attendance conducting training and sidebyside sessions delivering constructive feedback to aid in coaching and appropriately delegating tasks among team members. Accountability is upheld through KPIbased evaluations.
  
• Developing and implementing KPI (Key Performance Indicators) targets aligned with the team s tasks and workload and ensuring that these targets are met.
  
• Effective timemanagement and multitasking skills. Has strong analytical and problemsolving skills.
  
• Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
  
• Proactively monitor the team by ensuring they adhere to the process and take appropriate actions to address performancerelated issues.
  
• Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledge base).
  
• Exhibit strong written and verbal communication skills particularly in phone interactions where multitasking and prompt problemsolving are essential. Provide exemplary customer service resolving escalations efficiently and ensuring these are completed to satisfaction.
  
• Ability to thrive in a fastpaced environment.
  
• Backfiller in case of shortage in manpower.
  

• Coordinate with HR and Finance departments regarding concerns such as team members concerns that are directly impacting the employee HR and Finance.
  
• Resolve any exceptional cases that may arise within the team.
  
• Motivate and lead the team in attaining target scores for quality productivity and overall Key Performance Indicators.
  
• Creates and implements process improvements.
  
• Responsible for tracking the team attendance and leave consumption.
  
• Preparation and generation of Weekly Productivity Reports.
  
• Provide immediate coaching to Associates (first level) for deescalation.
  
• Facilitate Team Activities and Internal Program initiatives.
  
• Ensure delivery and signoff memos and policy guidelines to the team.
  
• Immediate in charge of escalation whenever there are IT or any Technical issues.
  
• Assist in Training and onboarding of new hires (mock calls call shadowing scripting and reporting).
  
• Adhoc tasks and deliverables as directed by the Senior Team Leader or Manager.
  
  
  

Requirements

• 13 years of Team Leader experience.
  
• Amenable to work for a shifting schedule: 8 pm onwards Philippine Time (8 am onwards EST).
• Proven experience in customer service account management or client success roles.
  
• Excellent communication skills both verbal and written with the ability to engage with clients at all levels of an organization effectively.
  
• Professional experience within the contact center/BPO industry
  
• Strong coaching and peopledevelopment skills through call listening and audits quality feedback etc.
  
• Strong organizational and time management abilities with a keen attention to detail and the ability to manage multiple priorities simultaneously.
  
• Ability to work independently and collaboratively within a team environment demonstrating initiative adaptability and a customercentric mindset.
  
• Ability to deal with demanding customers and escalations.
  
• Energetic motivating individual and creative thinker.
  

Benefits