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Team Leader
2 weeks ago
Job Description:
We are seeking a dedicated and results-driven Team Leader at PEAK Outsourcing. The Team Captain will be responsible for overseeing and managing the day-to-day operations of the team, ensuring exceptional customer service, and driving performance improvements. The role requires a blend of leadership, operational excellence, and strategic thinking to ensure customer satisfaction and meet business objectives.
Key Responsibilities:
- Team Leadership: Manage and motivate chat support agents to meet performance targets and uphold service standards. Conduct regular coaching and development sessions.
- Performance Monitoring: Track real-time metrics (e.g., chat volume, response time, CSAT) and address performance gaps through feedback and strategies.
- Quality Assurance: Conduct chat audits, ensure adherence to standards, and lead training initiatives to close skill gaps.
- Operational Support: Troubleshoot and resolve issues affecting productivity or customer experience. Monitor workflows for efficiency.
- Client Interaction: Serve as the main contact for clients, provide performance reports, and maintain proactive relationships to exceed expectations.
- Escalation Management: Resolve escalated customer issues promptly and ensure high satisfaction.
- Process Optimization: Collaborate with management to streamline operations and enhance service delivery based on agent feedback and performance data.
Qualifications & Skills:
- Minimum of 3-5 years of experience in a BPO environment, with at least 2 years in a leadership or supervisory role.
- Proven track record of managing teams to meet performance metrics and deliver exceptional customer experiences.
- Proficiency in using chat support platforms, CRM systems, and other customer service tools.
- Strong understanding of customer service best practices and BPO industry standards.
- Bachelor's degree in Business, Communications, or a related field (preferred).
- Certifications in customer service, leadership, or quality management are a plus.
