Job Details
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Job Description
Purpose:
The customer experience team leader is responsible for his/her team KPIs and structure. Making sure that the best quality service is provided to customers. Following up on severe cases and be on top of company updates.
Responsibilities:
- Making sure of team performance and KPIs are met.
- Forecast for hiring based on daily analysis of inflow.
- Communicate with concerned team regarding any trend of complaint.
- Assign shifts to specialist and making sure of excellent adherence.
- Dive deep into the company's policies and alien with other teams.
- Determine the KPIs bonus given to specialist according to pre-defined KPIs.
Job Requirements
Core competencies:
- Excellent reporting skills.
- Excellent communication/negotiation skills.
- Problem solver.
- Flexibility.
- Leadership and people management skills
Technical competencies:
- English level: Excellent.
- From 3 to 5 years of experience.
- Call center experience is preferred.
- Ex team leaders are preferred.
