Customer Service Team Leader
First Alliances
Hồ Chí Minh
6 ngày trước
source : CareerBuilder

Mô tả Công việc

First Alliances' Client - A Leading BPO Service Company; Looking for a Customer Service Team Leader :

  • Support the Customer Service Manager (CSM) in achieving business goals
  • Manage the day to day operations within the customer service team including process escalations, quality checking, and staffing needs
  • Continuously implement new or innovate existing processes to improve KPIs, Customer experiences, Efficiency performance
  • Support to develop training plan for new CSRs and maintain continuous training for existing CSRs
  • Assist CSR's in exceeding customer expectations through excellent customer service
  • Provide regular, transparent feedback and reporting on CSR performance to the CSM
  • Forecasting the volume of workload daily & peak period and design plans to overcome the backlogs but still maintain good KPIs
  • Fining the gaps in process and offering the best solutions to maximize capacities and resources for improvement
  • Identify risks and provide immediate action plans during sudden incident
  • Coordinate with other teams / departments to achieve company's business goals
  • Yêu Cầu Công Việc

  • More than 1 year working as a Team Lead in Call Center jobs (preferrable experience related to Banking / Finance / Hospitality)
  • Good English skills
  • Able to manage team of 5-10 people
  • Báo cáo công việc này
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