Team Lead - Customer Care

Team Lead - CC Delivery Operations plays a crucial role in ensuring the success of customer service delivery through effective team management and adherence to operational standards. This position is responsible for guiding and motivating team members to meet key performance indicators such as Customer Satisfaction (CSAT) and process compliance, while fostering a culture of continuous improvement and professional development.

• Monitor and ensure adherence to attendance, login hours, and leave policies, providing regular updates and addressing team issues to maintain operational efficiency.
• Facilitate team retention initiatives by implementing strategies to maintain team member satisfaction within agreed norms.
• Promote self-development among team members to enhance their skill levels and overall performance in customer service operations.
• Manage, motivate, and engage team members through effective coaching and mentoring, inspiring them to achieve their personal and professional goals.
• Analyze performance data to ensure that all execution parameters are consistently met or exceeded as defined for the process, contributing to the overall success of the organization.
• Oversee the availability and effectiveness of skilled agents to resolve customer care requests according to project requirements, ensuring a high rate of first contact resolution.
• Ensure team members maintain current and accurate knowledge through regular process updates, communications, and self-directed learning initiatives.
• Utilize reporting and management information to run an effective team, achieving project outcomes aligned with organizational goals.
• Uphold adherence to company policies, including those related to confidentiality and ethical conduct, fostering a compliant work environment.
• Contribute to the effective management of customer experience capabilities by supporting timely hiring, performance management, and capacity planning within budgetary constraints.

• Strong understanding of customer service principles and practices.
• Proficient written and verbal communication skills.
• Familiarity with operations management processes and metrics. Other Requirements
  • Optional certifications in customer service excellence or leadership development are valuable for this role.
  Benefits
  • Personal time off
  • Maternity and paternity benefits
  • Access to skills / higher education programs/resources
  • Discounts on products and services via Benefit Box
  • Participate in CSR programs and live life with a purpose
  • Opportunities to grow and advance your career

  Note
  :
  The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.