Customer Success Lead Code FHKMCSL

About the Client:

At GPlans and FuturHealth their Customer Service Team is dedicated to delivering an unparalleled experience to their valued customers. Their mission is to embody excellence in service by providing swift efficient and comprehensive solutions. They strive to be the beacon of reliability ensuring that every customer interaction is characterized by clarity empathy and expertise. Their 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.

Job Summary:

We are seeking a sophisticated Customer success Senior Lead who is committed to delivering exceptional service and making a meaningful impact.

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: Shifting Monday to Sunday anytime from 8 AM to 8 PM 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 Manage

Requirements

Proven track record as an SME (Subject Matter Expert) Team Leader or Team Coach

Proven experience in customer service account management or client success roles.

Excellent communication skills both verbal and written with the ability to effectively engage

with clients at all levels of an organization.

Minimum of 2 years of experience within a contact center environment as an SME

Professional experience within the contact center/BPO industry

Strong coaching and peopledevelopment skills through call listening and audits quality

feedback etc.

Strong organizational and time management abilities with a keen attention to detail and the

ability to manage multiple priorities simultaneously.

Ability to work independently and collaboratively within a team environment demonstrating

initiative adaptability and a customercentric mindset.

Ability to deal with demanding customers and escalations

Energetic motivating individual and creative thinker

Benefits

WHAT WE OFFER:

Great Place to WorkCertified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

esponsibilities: Supervise a team of Customer Success Specialists, offering direct mentorship and support. Responsibilities include monitoring attendance, conducting training and side-by-side sessions, delivering constructive feedback to aid in coaching, and appropriately delegating tasks among team members. Accountability is upheld through KPI-based 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 time-management and multi-tasking skills.