Customer Service Team Lead

TEAM LEADER? Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company.? Provide excellent customer service and determine the needs of the client.? Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.? Participate in the development and presentation of proposals for business development.? Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals.? Establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction.? Conduct root cause analysis to identify key AFIs and create action plans/goals to improve.? Efficiently coach associates in meeting the metrics.? Manage and drive performance from the associates in meeting SLAs and KPIs.? Manage team attrition.? Collaborate with different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance.? Any other responsibilities assigned by the direct supervisor/manager.? Ability to think strategically and work in terms of business opportunity and growth.Applicant's Specifications & Qualification:? Preferred: Candidate must have successfully completed Matric.? At least have working experience in the related field is required for this position.? Analytical, results-oriented, and process-oriented.? Preferably excelling performance in customer service or equivalent.? Good knowledge of MS Excel & other MS Office Applications.? Candidate should be ready to work in a 24/7 environment.? Must be comfortable with a 3-month contract.
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