Team ManagerCustomer Service

Team ManagerCustomer Service



Minimum Qualifications
At least 2 -4 years of previous experience building and leading a team of 4 -10 people
Strong excel and powerpoint skill
Fluent written & spoken Englis with excellent communication skills

Job Description
Monitor, report, and manage team performance
Manage performance issues is necessary
Handle escalated customers' complaints either by phone or email to ensure customer's trust is recovered and the right experience is delivered.
Provide day-to-day supervision of the staff including supervising break times to ensure sufficient cover at all time, reporting absences and monitoring lenses.
Ensure customer queries - via all channels - and transactions are resolved efficiently and within agreed timeframes
Report any systems issues to relevant personnel overnight or at weekends
Actively suggests opportunities to improve processes to become more efficient and improve the customer experience
Manage effective onboarding and knowledge transfer to new members of your team
Support other teams by floor-walking and frequent personal engagements with all agents

Experience Requirements: 
Not requirements
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