Customer Support Team Leader
Posted on :
24-02-2023
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Job Description
Responsibilities:
- Supervises, coordinates, directs, and monitors customer care staff activities to ensure prompt,
- courteous, and accurate responses are provided to customers.
- Provides daily direction and communication to employees so that customer care calls are
- answered in a timely, efficient, and knowledgeable manner.
- Provides continual evaluation of processes and procedures.
- Responsible for suggesting methods to improve area operations, efficiency, and service to both
- internal and external customers.
- Make sure recourses are updated and ready for use and all agents are updated with the latest
- information.
- Handling difficult cases and angry customers.
- Submit daily, weekly, and monthly reports to the customer care centre management.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Monitors efficiency and quality efforts of personnel and provides training and coaching support
- to the team.
- Assisting the staff whenever required.
- Provide leadership and guidance for the team.
- To facilitate the customer care centre services to other departments and business units
- Make sure that the training programs for newcomers have been implemented. This includes
- product, customer service and customer care centre training
- Ensures adherence to departmental and/or Customer Care Centre policies, procedures, and
- practices
- Recommends and implements new or improved systems to enhance or expedite work
- Creates and maintains a positive, respectful work environment for staff
- Prioritizes and assigns work to employees and initiates corrective measures to resolve problems
- including scheduling or adjusting overtime as necessary.
- Interacts with diverse levels of internal and external personnel to develop and maintain
- effective communication to resolve issues and inquiries.
- Performs special projects and miscellaneous duties as assigned.
Remote Work :
No
Employment Type
Full Time
Key Skills
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