Customer Service Team Leader

The Role 

• We’re looking for a great Customer Service Team Leader to join our growing care team. You have to be very proactive in this role with the ability to solve problems on the spot and think outside the box.

You Will…

• Provide Direct Customer Support through various channels
• Investigate and resolve customer complaints and queries – particularly those of an escalated nature
• Provide feedback to the rest of the Customer Care team to ensure that all issues are resolved quickly
• Continuously monitor the metrics of the team, and craft tailored development plans for each member
• Train New Hires, and provide refresher training sessions for existing employees frequently.
• Oversee day to day performance and workflow, ensuring SLAs and targets are met.
• Create a healthy environment where team members are engaged and energized
• Conduct coaching sessions and 1:1s in an organized manner.
• Monitor chats/calls/tickets either live and saved and provide feedback
• Support Process Improvement and contribute to process optimization
• Support team members by answering questions and providing knowledge or solutions.
• Ensure team members knowledge is up to date
• Monitor adherence and conformance to shifts and schedules.
• Cater to any business tasks and stakeholders.

Skills you’ll need…

• Minimum 5 years experience in a call center environment.
• Minimum 3 years of experience as a leader (managing a team).
• Bachelor’s Degree
• Awareness of voice and non-voice KPIs
• Awareness of Freshdesk is a plus
• COPC awareness is a plus.
• Fluent English level.