Customer Experience Team Leader

JOB DESCRIPTIONS:
Team leader will be directly responsible for tasks including (but not limited to):
• Ensure that standard operating procedures are documented and maintained.
• Training agent on soft skills, call handling, ticket handling, and communication skills.
• Evaluate customer feedback and identify ways to maximize customer satisfaction.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
• Training new joiners. Conduct refresher trainings on new implementations and process changes.
• The ability to contribute to a better working environment for yourself and your co- workers. This includes self- awareness, initiative, accountability, persistence, resilience, patience, perceptiveness, and emotional regulation.
• Performing quality monitoring as required to improve overall service quality.
• Co- ordinate the activities of the teams; provide support and advice to team members.
• Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
• Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.
• Prepare training material, scripts and conduct sessions based on analysis. Support management team to build SOP.
• Maintaining adequate staff levels and quality.
• Overseeing the day- to- day operations of our teams.

JOB REQUIREMENTS:
• A high level of commercial awareness.
• Flexibility with the department’s shift rotation pattern.
• Problem solving skills.
• Good at English.
• Able to understand customer requirements and deliver an excellent level of service.
• Ability to identify and analyze data for trends.
• At least 2 years’ experience in customer service/ call center/ contact center environment.
• Intermediate to advanced reporting skills.
• Effective team co- ordination and leadership skills.
• Experience in providing performance feedback to motivate and mentor agents.
• Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload.
• Well- developed communication skills, ability to communicate to all levels.
• Knowledge of customer service software and systems.
• Excellent team player.
• Pro- active, hardworking and detail oriented.

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Cập nhật gần nhất lúc: 2024-10-21 22:30:02