Team Leader Customer Service/Contact Center Head
My objective is to work in an organization where I can develop my career and contribute to help individuals and the society and enhance their capabilities. I hope to grow with the impeccable information the company will provide me with. I would love to be involved immensely with its operations.
I am a flexible individual as I have worked in a 24 hour shift operation. I am also able to multi task and take up more work load when required. I have good work ethic and reliable.
I am analytic, adaptive and investigative. These three attributes enable me to identify customer challenges through trend analysis, incorporate feasible mitigation measures for damage control and offering personalized services to meet individual customer needs while keeping with the organization standards in the quality of service delivery. I am assertive and self motivated which helps me in forging forth towards accomplishing delegated tasks and projects within an environment with limited resources.
Being emotionally passive, helps in maintaining my composure during demanding times and also when tending to irate customers either on phone or directly. With this, I am able to handle team work pressure, the differences in ideas and still maintain group focus to assure successful project completion.
The Customer Service Leader/Call Center Head is expected to assist in the establishment of a customer care policies and procedures. Being close to the customer, team members and management can give the position a unique viewpoint from which the company can benefit when setting up customer focused systems.
The Leader is also at times responsible for staffing levels and may be involved in the recruiting and interviewing of customer service team members. They will be involved in the training, coaching and ongoing development of the team.
Duties and Responsibies:
Manage, train and retention and performance of the customer service team.
Assist in the establishment of customer care policies and procedures..
Maintain in-depth working knowledge of the company’s brands, systems and processes.
Ensure compliance with regulatory requirements impacting customer care function.
Monitor business and process metrics to measure and manage customer service effectiveness.
Ensure all customer inquiries are handled in accurate and timely fashion.
Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products and services available;
Liaising with supervisors, team leaders and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the center and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand in liaison with the Workforce management function;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.