French-speaking Team Lead - International BPO

1. Scope of position

Customer Service Team Lead acts as the contact point for all team members hence excellent communication skills is required. You need to act proactively to ensure smooth team operations and effective collaboration. You will be responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engage the team to achieve the necessary KPIs.

1. Key responsibilities

• To motivate, develop and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables
• Lead and deliver complex client engagements that help identify, design and implement creative business solutions for the company
• Provide excellent customer service and determine the needs of the client.
• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Manage Shrinkage, Productivity and control attrition
• Manage dips in performance with adequate reinforcement plans proactively
• People management and associated responsibilities like performance and development management
• Ability to communicate well and Manage relationships with internal and external contacts
• Manage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIs
• Understanding of processes run by team and ability to bring in improvements and efficiencies within operations
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Conduct Team Huddles to discuss process updates, feedbacks and key focus points for the day
• Answer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Able to mentor team in process & quality parameters
• Perform Root Cause Analysis to identify key AFIs and create action plans / goals to improve
• Provide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member.
• Create, Publish and Maintain operations related reports on timely manner
• Discover training needs and support in training to provide the necessary coaching on ground
• Collaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Adh...
  
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