Team Lead, Customer Care Center – Service

JOB FUNCTION AND RESPONSIBILITIES:

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Effectively lead the day to day operations of team members to meet/exceed productivity, adherence and staffing requirements
• Perform routine Agent performance reviews to motivate and help achieve their individual and departmental goals
• Successfully handle customer escalations and complaints
• Analyze daily, weekly and monthly reporting trends that relate to Customer Service
• Identify process breakdowns and recommend suggested resolutions
• Ability to prioritize assigned task
• Ability to communicate/educate staff with policies and procedures
• Achieve and/or Exceed Productivity/Quality Goal set by Department
• Manage and Execute action plans set forth to help achieve/exceed Departmental Goals
• Ability to coordinate/collaborate with team members, peers and leaders to initiate, manage and execute key initiatives to help achieve Departmental Goals
• Complete ad-hoc projects when necessary
• Improve employee satisfaction and reduce attrition
• Supply timely report to direct reports

QUALIFICATION:

• Graduate of Bachelor’s Degree
• Minimum of 2 years experience leading a team with strong track record of meeting or exceeding performance goals
• Must be detailed oriented and have the ability to organize and prioritize work and meet strict deadlines
• Must be and an efficient communicator and problem solver with excellent written and verbal communication skills
• Proficient with Microsoft Application and have the ability to learn software applications.
• No documented disciplinary action in the past 12 months .
• Should have an Appraisal rating of ‘’ Effective Performance ” or above in the last completed performance cycle.
• Should have completed 9 months in the current role.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Night Shift/ Scheduled shift changes as a result of business needs (employee must be flexible)