Customer Experience Team Leader

Job Description

JOB DESCRIPTIONS:

Team leader will be directly responsible for tasks including (but not limited to):

• Overseeing the day-to-day operations of our teams.

• Performing quality monitoring as required to improve overall service quality.

• Training agent on soft skills, call handling, ticket handling, and communication skills.

• Training new joiners. Conduct refresher trainings on new implementations and process changes.

• Provide information to assist in the performance feedback (from Supervisors to Agents) and to increase motivation concerning Contact Center quality concerns.

• Ensuring that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.

• Prepare training material, scripts and conduct sessions based on analysis. Support management team to build SOP.

• 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.

• Co-ordinate the activities of the teams; provide support and advice to team members.

• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.

• Evaluate customer feedback and identify ways to maximize customer satisfaction.

• Ensure that standard operating procedures are documented and maintained.

• Maintaining adequate staff levels and quality.

Job Requirement

JOB REQUIREMENTS:

• At least 2 years’ experience in customer service/ call center/ contact center environment.

• Good at English.

• Intermediate to advanced reporting skills.

• Ability to identify and analyze data for trends.

• Experience in providing performance feedback to motivate and mentor agents.

• Pro-active, hardworking and detail oriented.

• Well-developed communication skills, ability to communicate to all levels.

• Able to understand customer requirements and deliver an excellent level of service.

• Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload.

• Problem solving skills.

• Excellent team player.

• Effective team co-ordination and leadership skills.

• A high level of commercial awareness.

• Flexibility with the department’s shift rotation pattern.

• Knowledge of customer service software and systems.