The Customer Care Team Lead will oversee daily operations within the call center, ensuring seamless service delivery. This position involves leading and managing a team of Team Leaders, offering guidance, training, and support to Customer care agents. The successful candidate will drive operational excellence and continuous improvement within the Customer Care team, promoting a customer-focused culture and ensuring consistent, high-quality service.
Duties and Responsibilities
Assist in Analyzing call center data/statistics and key metrics to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.
Assist in ensuring KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.
Assist in creating and maintaining a high-quality work environment so team members are motivated to perform at their highest level
Assist in ensuring adherence to policies and procedures
Establish metrics and measure customer satisfaction at regular intervals.
Establish metrics for measuring call center efficiency and service quality.
Instill an attitude of excellence in the department, establishing Solar Panda as an industry leader in customer service.
Develop clear service procedures, policies, and standards and train the Team leaders to adhere.
Maintain customer records efficiently and organize the customer database for future reference.
Keep ahead of industry's developments and apply best practices to areas of improvement.
Take ownership of customer issues and follow problems through to resolution.
Academic Qualification & Work Experience
Bachelor's degree in a business field.
Minimum of 5 year's experience in a supervisory position in Customer Care department
Excellent analytical skills and attention to detail Personal Attributes
Ability to understand and respond to customer/employee needs and complaints with compassion.
Flexibility to adjust strategies based on evolving customer expectations and company policies.
Keen attention to detail to ensure customer queries and complaints are resolved accurately.
Excellence in team building and motivational skills.
Excellence in planning and organizational skills.
Good written and oral communication skills.
A customer-centric attitude.