Posted:9 months ago|
Platform:
Work from Office
Full Time
About the Role - Team Leader
As a Team Leader you will provide guidance, instruction, direction, and leadership to a group of individuals (the team) for the purpose of achieving a key result or a group of aligned results. The team leader monitors the quantitative and qualitative achievements of the team and reports results to the Operations Manager. What youll do - Act as the bridge between the CX, Product and Engineering teams championing the voice of the customer to internal stakeholders and help translate customer queries and pain points into relevant inputs for the product roadmap Ensure efficient and prompt handling of day to day operations with Customer support team Provide consistent, balanced, and timely performance feedback on CSE performance. Coach the team to ensure the quality of Customer Experience meets the appropriate standard. Effectively communicate and manage change in operating procedures and processes to ensure staff understanding. Coach develop and engage the CSEs to increase their abilities while enhancing their own careers. Effectively manage customer escalations Ensure complete participation and contribution in organization/process level initiatives (e.g. FCR/FTR, Enhancement, Absenteeism Attrition control) that may be implemented from time to time to improve quality and efficiency. Ensure the team and individual KRAs are met. Apply timely performance standards and Processes. Provide statistical and performance feedback and coaching on a regular basis for each team member.
Gameskraft
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