Customer Service Lead

Job Scope:

• Support Operations Manager to ensure business KPIs are met.
• Ensure all relevant communications, KPIs record, data and reports are updated and recorded for reference.
• Conduct need analysis to identify areas of improvements and propose recommendations to the management.
• Perform audits to ensure business compliance is adhered.
• Run projects, delivers action plans and deliverables within agreed timeline.
• Complete ADHOC campaigns, projects and assignments within agreed timeline.
• Ensure daily tracking reports are updated & accurate.
• Prepare Weekly/Monthly/Quarterly reports in a timely manner.
• Conduct weekly, monthly or quarterly business presentation to management and client.
• Responsible to manage the overall site activities in the absence of the Operations Manager
• Communicate issues and risks to the management team as appropriate.
• Required to be the Planner, Strategist & Implementer of the Client's initiatives and requests.
• Understand top user issues and make recommendations to improve client products, process and policies.
• Ensure team members strictly adhere to call center discipline & guidelines.

Team Management

• Lead, mentor and coach Customer Service Agents to meet business KPIs.
• Conduct active monitoring of Customer Service Agents to ensure that they are aligned in meeting the business KPIs.
• Creating team connection, communicating directions, goals and providing regular performance feedback to the team.
• Perform regular contact engagement with team members, example: one to one performance review, team meetings and skip level sessions.
• Conduct activities in the team (daily, monthly, weekly) to keep the team motivated, energized, and performance focused.
• Work with WFM to ensure workforce planning is done as per business requirement.
• Handles and resolves escalations from team members and clients.
• Constantly evaluate, audit and coach team members provide accurate information to customer.
• Conduct interviews when hiring is required.

Operations Management, Auditing, Team Management, Client Management, Escalation Management, Project Management, Workforce Planning, Communication, Performance Management, Interviewing