JOB SUMMARY:
We are looking for an experienced Customer Service Team Lead to join our Support Operations team for our Grovernment client in Transportation services. In this role, you will support the Contact Centre Manager in driving driving daily operational excellence. You will lead, coach, and motivate a team of agents to ensure all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met while maintaining a high standard of customer excellence.
Key Responsibilities:
Operational Management
- Day-to-Day Operations: Assist the Manager in supervising daily activities and conducting real-time monitoring to ensure departmental objectives are achieved.
- Performance Monitoring: Promptly alert and escalate potential issues to minimize service disruptions.
- Resource Planning: Continuously review rosters to ensure optimal resource utilization and sufficient coverage across all operational hours.
- Knowledge Management: Maintain up-to-date knowledge bases (e.g., MS Teams) to ensure the team has accurate information.
Team Leadership & Development
- Coaching & Appraisal: Identify competency gaps and work with Trainers/QA to coach, train, and appraise agents on individual KPIs.
- Daily Engagement: Conduct regular huddles and floor meetings to share updates (e.g., survey rates, call volumes, unique cases).
- Culture & Motivation: Inspire agents to live corporate values: Pride in Customer Excellence, Pleasure in Teamwork, and Respecting Commitments.
- Compliance: Ensure team adherence to company policies, operational processes, and performance standards.
Escalation & Quality Control
- Complaint Resolution: Handle Level 1 escalations directly, contacting users to resolve issues expeditiously and satisfactorily.
- Service Improvement: Identify service failures and provide structured feedback or recommendations to prevent recurrence and improve tools/processes.
Requirements:
Experience & Education
- Leadership: Minimum 3 years of experience directly managing others.
- Industry Experience: 3 years of work experience in a related contact center/customer service field.
- Education: Degree or Diploma in any discipline.
Technical & Soft Skills
- Communication: Excellent written and verbal skills with a focus on active listening, empathy, and professional phone etiquette.
- Metrics Driven: Proven experience working with performance metrics and SLAs.
- Organization: Strong multi-tasking and time management skills with the ability to work in a fast-paced environment.
- Problem Solving: Proactive and positive approach to resolving complex customer issues.
Working Conditions
- Hours: Ability to work 44 hours per week, including overtime as required by management.
