Team Lead Customer Care
Posted on :
13-08-2024
Employer Active
1 Vacancy
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Job Description
- Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.
- Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively.
- Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up.
- Review and analyze performance trends consistently and frequently for team members.
- Communicate performance results and goals to team.
- Provide feedback and training recommendations.
- Implement corrective action procedures when required.
- Manage and ensure schedule adherence.
- Manage the availability of agents on real-time basis to ensure that service-level objectives are met.
- Help coordinate breaks, lunches and training sessions to align with expected task volumes.
- Monitor attendance over time and take corrective action when required.
- Support day-to-day work processes in the contact center.
- Handle difficult escalated customers.
- Troubleshooting all system related issues.
- Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform.
- Participating in or leading special projects within the customer care to enhance and improve operations.
- Conduct team meetings on a periodic basis.
- Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.
- Attend daily, weekly and monthly business review meeting
- Attend monthly business review meetings with shared services to align business goals.
- Review and handle day-to-day operations, e-mails, reports, escalation and refund tasks on a daily basis.
Employment Type
Full-time
Company Industry
Department / Functional Area
Key Skills
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