Team Leader, Customer Care

Team Leader, Customer Care

Newfold Digital
Not Specified
Not Specified

Job Description

Team Leader
1 Leads by example, inspires, motivates and manages staff, strictly adheres to the companies guidelines and expectations
2 Creates an environment orientated to trust, open communication, and cohesive team effort
3 Coaches, educates, trains, and supervises the team to work together and ensures exceptional customer service
4 Delegates tasks, sets deadlines, offers guidance, and feedbacks to SMEs/Assistant Team Leaders
5 Helps disseminate any new information to the team and keeps them updated with any new products launched or new processes as means to ensure correct updates are given to the customers at all times
6 Closely monitors the team in relation to service standards, productivity, and report on metrics
7 Assists and educates Customer Care Specialists with any technical challenges and further troubleshooting
8 Takes supervisory/complaints, queries or calls, provided that agents already tried to take call ownership and exhaust all resources
9 Monitors and evaluates overall and individual performance of the agents, providing learning or coaching opportunities, and taking corrective action, if necessary
10 Identifies the needs of the Customer Care Specialists and mentors them towards development
11 Maintains confidentiality, addresses personal and team issues sensitively and appropriately
12 Conducts regular weekly team meetings and one on one coaching, incorporating feedback, training and motivational techniques, and tailor-made advice
13 Escalates issues urgently, correctly, and accurately and follows up unresolved cases
14 Provides accurate and detailed monthly and weekly performance reports
15 Keeps up personal skills by answering calls, chats or tickets on a required basis
16 Analyzes the day-to-day operation, volume of calls, chats, and emails in queue and implements action plans on a daily basis to ensure key performance indicators and associated service levels are achieved
17 Supports company decisions and policies and effectively relay messages to co workers
18 Works collaboratively and closely with fellow Team Leaders, Managers and Training Team

1) Renders work hours with flexibility when required
2) Dresses appropriately and always presents a good image for the company
3) Conducts business in alignment with the company's core values
4) Complies with the different policies set by the company
5) Ensures that our company conducts business in an ethical manner at all times without putting anyone in a position of risk
6) Performs other duties and responsibilities that may be assigned by Management from time to time

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.

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