Customer Service Team Leader

freeC's Client

• Ensure all agents are achieving their daily KPIs in qualitative metrics.
• Monitor scoring KPI statistics.
• Isolate and identify areas of improvement in members' performance.
• Monitor daily reports from the supervisor.
• Provide leadership, guidance, and support to the team members.
• Handle major incidents that cannot be resolved by agents.
• Accept and process special requests from customers as per SOPs.
• Manage recurring meetings with team(s) to review performance.
• Manage routing and payment method enablement as per available inventory defined by SOPs.
• Ensure all cases are solved within the required timeframe following the company’s SOPs.

• Male/female age 26-32 years old.
• College degree or higher.
• Have 1+ years experience in a Customer Service Team Lead position.
• Have knowledge of KPIs metric in CS Contact Center.
• Demonstrated problem-solving skills, and strategic and analytical capabilities.
• Result-oriented, problem solver, analytical skill, and customer-focused.
• Disciplined and high motivated to motivate and encourage the team for improvement.
• Good at English both written and spoken.
• Good at Microsoft Office skills.

Nice to have:

• Experience in BPO.
• Experience in Tourism/Hospitality/Aviation/Accommodation.

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse career opportunities in various industries and products.
• Company trip, big annual year-end party every year, team building, etc.
• Working time: Rotate shift from 7 am to 8 pm, working 25 days/month.