Customer Service Team Leader

Monitor daily reports from the supervisor
Monitor scoring KPI statistics
Provide leadership, guidance, and support to the team members
Lead, manage & develop a team, helping them to achieve their full potential and maintain high standards and quality of work
Isolate and identify areas of improvement on members performance
Accept and process special requests from customers as per SOPs
Ensure all agents are achieving their daily KPI’s in qualitative metrics
Ensure all cases are solved within the required timeframe following the company’s SOPs
Manage routing and payment method enablement as per available inventory defined by SOPs
Manage recurring meetings with team(s) to review performance
Handle major incidents that cannot be resolved by agent

Have knowledge of KPIs metric in CS Contact Center
Good at English both written and spoken
Demonstrated problem- solving skills, strategic and analytical capabilities
Have 1+ year experienced as Customer Service Team Lead position
Result- oriented, problem solver, analytical skill, and customer- focused
Disciplined and high motivated to motivate and encourage team for improvement
University/Colleges required.

Chế độ bảo hiểm, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-04-03 17:05:50