Customer Success Team Lead
Description:
- Manage a team of CS agents
- Assist to drive operational KPI – service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate.
- Active monitoring, support and coach team members to ensure performance is in align with departmental KPI
- Perform regular contact with team members for one-on-one meeting, team meetings, and performance reviews
- Ensure team members provide accurate information to clients
- Communicate effectively with team members and clients
- Motivate team members to perform better
- Manage overall operations of CX department
- Generate relevant reports for operational discussion and analysis
- Handle on ad-hoc projects/assignments
Requirements:
- Graduate of any Business course
- Minimum 3years experience of managing team (10-15 members) in contact centre environment
- Possess strong operational and leadership skills
- Have excellent spoken and written communication skills in both English & Tagalog
- Able to work independently and with a team
- Flexible and adaptable
- Ability to work under stress and long hours
Candidate must be willing to report onsite in Quezon City and amenable to a 6 – day workweek