Experience Required
1 Year
Salary Range
2,000-2,300EUR
Career Level
Manager
Required Qualifications
Any
Job Description
- To motivate, develop and mentor team. Drive process performance to achieve and exceed SLA deliverables according to associates balanced scorecards
- Meet Shrinkage, Productivity, and attrition targets. Performance Management: Week on week improvement of bottom quartile performers
- Detailed understanding of processes / SOPs run by team and ability to bring in improvements and efficiencies within operations
- Conduct Team Huddles to discuss process updates, feedbacks, and key focus points for the day
- Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Perform Root Cause Analysis to identify key defects and create action plans/goals to improve
- Provide Direct Customer Support, calls, answer live chats or/and social media from customers to provide quick resolution of issues and questions, or may provide assistance to a team member.
- Create, Publish and Maintain operations related reports in a timely manner
- Discover training needs and support in training to provide the necessary coaching on ground
- Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
- Any additional ad hoc tasks that may contribute to operational needs, better service to the client or improvement to the KPI
- Adhering to the company and customer procedures, policies, confidentiality guidance, and data protection legislation
- Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
Requirements & Skills
- Near native or native relevant market language and manageable English skills in writing and speaking to understand documentation and log accurately in the client systems
- At least 1 Plus year experience as customer service Team Lead
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