
Expert Customer Service Leadership Role
1 week ago
Job Description:
As a Team Lead, you will play a pivotal role in driving business growth by leading a team of customer service associates and guiding them to achieve Key Performance Indicators (KPIs). You will be responsible for project execution, monitoring KPIs, and ensuring compliance with internal quality standards.
The successful candidate will oversee effective resource allocation to meet productivity and quality metrics. They will perform ad-hoc data analysis, participate in process improvement initiatives, and validate operational processes and data inputs/outputs.
You will monitor email/chat volumes, provide feedback to associates, and conduct weekly/monthly reviews. You will prioritize and assign work to associates, initiate corrective measures to resolve day-to-day work-related problems, and devise strategies to minimize attrition and absenteeism.
Required Skills and Qualifications:
- 3 years of supervisory experience in the US BFS Email domain
- Fluent English language skills
- Excellent knowledge of G-suite, particularly Google Sheets and Google Slides
- Graduate degree preferred
Preferred Candidate Profile:
A strong understanding of G-suite is essential for success in this role. The ideal candidate will have a proven track record of achieving KPIs and improving process efficiency.
Benefits:
This role offers a unique opportunity to develop your leadership skills and contribute to the success of our organization. As a Team Lead, you will be part of a dynamic team that values innovation and collaboration.
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