Senior Team Lead

Job description

Roles and Responsibility

The SR. team Lead will assist in completing the duties of the customer service manager when the superior is not around.

While ensuring that every task is done correctly and effectively and making sure that all aspects of customer service are established well.

Sometimes, TL may need to assist the representatives with their process when required. TL is also responsible for helping in the development and execution of training programs for customer service representatives.

Their goal is to increase customer satisfaction by providing the best customer service possible.

·     Sr Team Lead must be a good leader and have the initiative and know-how to handle people with different personalities.

·         Team Lead will be responsible for handling 3 different teams and their respective Team Leads

·     Team Lead must also have outstanding skills in analysis

·     Team Lead should have knowledge of KPI and TNI report

·     Proficiency with Microsoft Office suite and Google Docs

·     Preparing and presenting employee reviews

·     Organizing employee schedule

·     Taking disciplinary action when necessary

·     Ensuring a consistent standard of customer service

·     Motivating employees and ensuring a focus on the GOAL

·     Team Lead should have excellent oral and written communication skills.

·     Create and implement an effective customer loyalty program

If you match the above-required criteria, please apply for the post

Requirement

The applicant must have 4 years of experience as anTeam lead in the customer service domain and need

to have excellent communication and organizational skills. Well-experienced customer service representatives are highly considered for this position.

Skill Set :

• Written and verbal communication


• Customer service


• Interpersonal skills


• Document management


• Microsoft Office skills


• Job-specific software


• Time management and Problem-solving.


• Ensure to track , measure, report and evaluate vendor performance.


• Team Management - Shrinkage , Attrition , RAG .