Customer Service Team Lead
Kimstore Enterprise Corp.
Quezon City, PH
5d ago
source : Workbank

Job 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 3 years 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

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