Customer Care Team Lead

Job description

Purpose of role:

As the Shop2Shop Call Centre Team Lead, your job is to help the call centre manager make our customers succeed in the digital world. You'll be working with a team of awesome customer service representatives to make sure that every customer gets the best possible experience. You'll be right there on the ground with your team, guiding them, training them, and making sure they're rocking it!

Your job is to keep an eye on the day-to-day stuff, making sure that your team is meeting their goals, and providing amazing service. You'll also be looking at data to figure out where you can improve and then put those changes into action.
But it's not just about numbers! You'll be making sure that everyone on your team feels supported and part of the family. You'll create a fun and friendly environment where everyone can work together and grow.

Key responsibilities:

• Guide, and support a team of customer service representatives to deliver exceptional service and create meaningful connections with   customers.
• Work with the team on the ground, providing coaching, feedback, and direction to ensure they are meeting their performance targets and   delivering top-notch service.
• Keep an eye on team performance metrics, such as call volume, handle time, quality scores, and customer satisfaction scores, and           recommend strategies to continuously improve performance and customer experience.
• Build a positive and collaborative work environment that fosters personal growth, teamwork, and engagement among team members.
• Work with the call centre manager and people operations to develop and implement training programs and coaching sessions to enhance   team skills and knowledge, keeping them up-to-date with the latest products and services.
• Assist in recruiting and onboarding new team members and proactively address employee issues.
• Manage employee schedules and ensure that capacity levels align with call volume and operational requirements.
• Communicate effectively with the call centre manager and other stakeholders, providing regular updates on team performance and   identifying areas for improvement.
 Core Competencies:
• Communication - Ability to communicate effectively with the call centre manager and other stakeholders, providing regular updates on   team performance and and identifying areas for improvement.

Core competencies:

• Communication - Ability to communicate effectively with the call manager and other stakeholders, providing regular updates on team           performance and identifying areas for improvement.
• Coaching and feedback - Ability to provide coaching, feedback, and direction to the team on the ground to ensure they are delivering top-   notch service and meeting their targets.
• Performance management - Ability to monitor and analyze team performance metrics, such as call volume, handle time, quality scores,      and customer satisfaction scores, and recommend strategies to improve performance and customer experience.
• Team building - Ability to build a positive and collaborative work environment that fosters personal growth, teamwork, and engagement      among team members.
• Training and development - Ability to work with the call centre manager and people operations to develop and implement training               programs and coaching sessions to enhance team skills and knowledge, keeping them up to date with the latest products and services.
• Recruitment and onboarding - Ability to assist in recruiting and onboarding new team members and proactively address employee issues.
• Capacity planning - Ability to manage employee schedules and ensure that capacity levels align with call volume and operational                requirements.
• These competencies are essential for a call centre team lead to effectively lead and manage a team of customer service and deliver            exceptional service to customer representatives

Requirements

Qualification in business, management, or a related field.
• 3+ years of experience in call centre management or a related field, with a proven track record of driving team performance and             customer satisfaction.
• Technical skills in call centre management software, customer relationship management systems, and other relevant technologies.
• Demonstrated commitment to excellence in customer service, with a passion for helping customers succeed in the digital economy.
• Experience in the fintech industry or a related field is a plus.

Posted on 23 Jun 09:44, Closing date 22 Aug