Customer Service Team Leader (Contact/Call Center)

Monitoring daily reports from the supervisor
Manage refresh training to agents
Report any product error findings to related product/engineering teams
Report fraud to the company’s risk team
Accept and process special requests from customers as per SOPs
Provide leadership, guidance, and support to the team members
Ensure all cases are solved within the required timeframe following the company’s SOPs
Handle major incidents that cannot be resolved by agents
Ensuring all agents are achieving their daily KPI’s in qualitative metrics
Finding issues among members related to productivity and problem-solving
Isolate and identify areas of improvement on members performance
Identify & escalate issues to the related teams when out of the scope of this department
Monitoring scoring KPI statistics
Manage recurring meetings with team(s) to review performance
Manage routing and payment method enablement as per available inventory defined by SOPs

Good at English both written and spoken
At least 1-year experience in Customer Service Team Lead position
Minimum of a bachelor degree
Disciplined and high motivated to motivate and encourage team for improvement
Result-oriented, problem solver, analytical skill, and customer-focused
Demonstrated problem-solving skills, strategic and analytical capabilities
Have experience with Aviation/hotel /accomodation/payment is a plus.

Cập nhật gần nhất lúc: 2022-05-27 15:02:04