Customer Success Lead

Summary:

At GPlans and FuturHealth our Customer Service Team is dedicated to delivering an unparalleled experience to our valued customers. Our mission is to embody excellence in service by providing swift efficient and comprehensive solutions. We strive to be the beacon of reliability ensuring that every customer interaction is characterized by clarity empathy and expertise. Our goal is not only to meet but exceed customer expectations by resolving their queries concerns and issues on the very first call while working with our provider network to solve all customer requests/issues. The Customer Success Senior Leader will join the support team working closely with the Head of Customer Success and Operations Manager to ensure the smooth operation of the businesss daytoday activities.

Requirements

Responsibilities

• Supervise a team of Customer Success Specialists offering direct mentorship and support.Responsibilities include monitoring attendance conducting training and sidebyside sessions delivering constructive feedback to aid in coaching and appropriately delegating tasks among
  
• team members. Accountability is upheld through KPIbased evaluations.
  
• Developing and implementing KPI (Key Performance Indicators) targets aligned with the team s tasks and workload and ensure that these targets are met.
  
• Effective timemanagement and multitasking skills. Has strong analytical and problemsolving
  
• skills.
  
• Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
  
• Proactively monitor the team by ensuring they adhere to the process and taking appropriate actions to address performance related issues.
  
• Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledgebase).
  
• Exhibit strong written and verbal communication skills particularly in phone interactions where multitasking and prompt problemsolving are essential. Provide exemplary customer service
  
• resolving escalations efficiently and ensuring these are completed to satisfaction.
  
• Ability to thrive in a fastpaced environment.
  
• Back filler in case of shortage in manpower.
  
• Work Hours is shifting Monday to Sunday anytime from 8am to 8pm Eastern Time
  

Management and Administrative Tasks:

• Coordinate with HR and Finance departments with concerns such as team members concerns that are directly impacting the employee HR and Finance
  
• Resolve any exceptional cases that may arise within the team
  
• Motivate and lead the team in attaining target scores for quality productivity and overall Key Performance Indicators.
  
• Creates and implements process improvements.
  
• Responsible in tracking the team attendance and leave consumption.
  
• Preparation and generation of Weekly Productivity Reports
  
• Provide immediate coaching to Associates (first level) for deescalation
  
• Facilitate Team Activities and Internal Program initiatives
  
• Ensure delivery and signoff of memos and policy guidelines to the team
  
• Immediate incharge of escalation whenever there are IT or any Technical issues
  
• Assist in Training and onboarding of new hires (mock calls call shadowing scripting and reporting).
  
• Other administrative tasks analogous to the above.
  
• Adhoc tasks and deliverables as directed by the Senior Team Leader or Manager.
  

Requirements Must have Fiber Optic internet with at least 25 Mbps bandwidth Must have a backup desktop or laptop with the latest OS Must be able to work from 8AM-5PM Must be amenable to reporting to our Makati and BGC office as required