CUSTOMER EXPERIENCE TEAM LEADER

Team leader will be directly responsible for tasks including (but not limited to):

Perform quality monitoring as required to improve overall service quality.
Prepare training material, scripts based on analysis. Support management team to build SOP.
Ensure that internal policies, procedures, and compliance regulations are being followed Identifying operational / training issues and helping team in fixing these gaps.
Provide strategy & achievement plan to ensure team members achieve daily, monthly sale targets.
Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
Oversee the day- to- day operations of our teams.
Mentor and develop the skills of team members through coaching and training.
Train new joiners and existing members in selling skills, soft skills, call handling, ticket handling, and communication skills.
Maximize booking conversion and ensuring that customers are successfully shown up at centers.
Analyze sales metrics and prepare performance reports.
Evaluate customer feedback and identify ways to maximize customer satisfaction.
Manage the Customer Experience, Inbound and Outbound Sales team.

Intermediate to advanced reporting skills.
Experience in providing performance feedback to motivate and mentor agents.
Sale and Problem- solving skills.
Pro- active, hardworking and detail oriented.
A high level of commercial awareness.
Effective team co- ordination and leadership skills.
Ability to identify and analyze data for trends.
Able to understand customer requirements and deliver an excellent level of service.
Organizational skills with the ability to handle multiple tasks; prioritize effectively and demanding workload.
At least 2 years’ experience in customer service/ call center/ tele- sales environment in similar role.
Well- developed communication skills, ability to communicate to all levels.
Knowledge of customer service software and systems.
Good at English.
Flexibility with the department’s shift rotation pattern.
Excellent team player.

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Cập nhật gần nhất lúc: 2025-09-08 23:30:02