Customer Service Team Leader
MLAMEH -
Mansoura, DakahliaPosted 4 years ago77Applicants for1 open position
- 64Viewed
- 22In Consideration
- 42Not Selected
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Job Description
- Manage the Social media Community Managers Staff
- Continuously monitor and check team's performance and ensure it is consistent with the overall client & Internal objectives and timelines
- Conduct periodic shift briefings for agents to maintain existing performance standards or address any changes in process flows or client needs
- Ensure agents adhere to schedules and minimize absenteeism of agents
- Explains and communicate KPIs / performance measuring parameters for team members
- Identify performance gaps for specific individuals and create action plans to improve performance.
- Provide opportunity to Reward and Recognize High Performance.
- Positively act as the company advocate when required, explaining to agent’s company goals, objectives and actions taken
- Work to retain agents, minimize attrition rate, and create a positive work environment for everyone to work with.
- Give technical assistance to agents from his/her team and from other teams if required.
- Identify process / team level risk and escalate the same on a timely basis to ensure early and appropriate mitigation
- Ensure adherence to laid down operational metrics and client determined SLAs for the account to achieve a high level of client & end user satisfaction
- Respond effectively to escalate transactions, customer complaints and report escalations.
- Support the queue if necessary
- Continuously monitor, analyze agent related metrics and provide actions for improvements.
- Enhance self-process knowledge of handling transactions (calls / emails/cases)
- Keep self-updated on organizational products, offers and processes
- Introduce or suggest process improvements by using knowledge and experience
- Hiring, training, coaching, and leading call center Agents as they provide support for customers.
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by Agents
- Leading team meetings, asking questions to better understand the calls Agents are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Job Requirements
- Very good command of Arabic and English (oral and written).
- From 3 to 5 years of experience as a Team Leader
- Experience in call center is preferred
- Leadership Skills
- A Bachelor's degree is a must.