Ecare Team Leader

​​​​​​Key Responsibilities:

1. Team Leadership:

• • Lead and inspire a team of Ecare agents to meet performance goals and KPIs.
  • Offer guidance, coaching, and consistent feedback to help team members improve their abilities and understanding.
  • Cultivate a supportive team environment that encourages collaboration and ongoing enhancement.
  • Hold frequent team meetings to discuss objectives, expectations, and performance progress.

1. Change Management:

• • Identify process improvement areas and plan change strategies.
  • Coordinate with stakeholders to plan, execute, and monitor process changes.
  • Ensure team members are well-trained on new processes and technologies.
  • Manage resistance to change and encourage adaptability.

1. Customer-Centric Focus:

• • Promote a strong customer-centric approach, emphasizing customer satisfaction for both internal and external customers.
  • Oversee and assess customer interactions to uphold quality and compliance with set standards.
  • Resolve escalated customer issues promptly and to their satisfaction.
  • Consistently search for ways to enhance the customer experience and collect feedback for process improvements.

1. Performance Management:

• • Set clear performance targets and monitor individual and team performance.
  • Conduct performance evaluations, provide constructive feedback, and develop improvement plans as necessary.

1. Compliance and Reporting:

• • Ensure team adherence to company policies, procedures, and industry regulations.
  • Generate and analyse reports related to team performance, trends, and customer feedback.
  • Take corrective actions to address any compliance issues or deviations.

Qualifications:

• Proficiency in Sprinklr or other chat software and reporting tools.
• Knowledge in social media platforms and their integration into customer service operations.
• Bachelor’s degree in business, management, or a related field.
• Strong change management skills and the ability to drive process improvements.
• Exceptional interpersonal and communication skills.
• Customer-centric mindset with a passion for delivering outstanding service.
• Knowledgeable about social media platforms.
• Strong analytical and problem-solving abilities.
• Demonstrated leadership and coaching capabilities.
• Ability to work under pressure and meet tight deadlines.

• 4-6 years of experience, with at least 1-2 years in a supervisory or team leader role.