Customer Service Team Leader

•  Manage all the CS queues (inbound, outbound, onboarding, ticketing, emails and complains) making sure that no delays will take place.

•  Assign the daily tasks to the CS team members.

•  Monitor the cases that not following the agreed timeline.

•  Investigate and resolve customer complaints and queries – especially the escalated ones.

•  Support Process Improvement and contribute to process optimization.

•  Create a healthy and comfort work environment.

•  Maintain company SLAs  (Monitor chats/calls/tickets either live and saved and provide feedback).

•  Ensure quality standards across the teams (by performing mystery calls, emails, and chats to ensure accurate and consistent information delivery to the customers).

•  Conduct one on one and monthly meetings with team members to ensure that all KPIs are communicated and achieved.

•  Nominate mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

•  Continuously monitor the performance of the team, and craft tailored development plans for each member.

•  Supports, motivates, evaluates, develops, and coaches the CS agents to meet and exceed individual/team targets.

•  Responsible for setting the team objectives in correlation with the department objectives, providing coaching and action plans required to achieve objectives

•  Train and develop the team in needed skills, ranging from soft skills, negotiation, handling and time management to reporting and effective communication skills.

•  Conduct needed brief to the team on any new process, products, services, updates or promotions.

•  Responsible for the team's professional development and ensuring it is aligned with the organizational career progression and succession plans.

•  Create a template of weekly / monthly reports to be delivered to the CS Manager, showing weekly work progress.