Customer Operations Team Leader
Posted on :
20-02-2025
Employer Active
1 Vacancy
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Job Description
- Lead and manage a team of live chat agents ensuring they are welltrained and equipped to handle customer inquiries effectively.
- Monitor customer interactions to ensure that agents are providing a highquality customer experience.
- Develop strategies to improve customer satisfaction metrics such as average response time first contact resolution rate and customer satisfaction scores.
- Address customer concerns and complaints promptly and effectively.
- Identify areas for improvement in the live chat process and implement changes to enhance efficiency and effectiveness.
- Develop and implement standard operating procedures for live chat agents to ensure consistency and quality.
- Foster a positive and supportive team culture that promotes collaboration and teamwork.
- Identify training needs for team members and develop training programs to enhance their skills and knowledge.
Qualifications :
- 23 years of experience in a Team leader role in customer service preferably within ecommerce industry and ideally in live chat support.
- Strong leadership skills and ability to motivate and inspire team members.
- Strong understanding in customer service best practices and key performance indicators (KPIs) relevant to the online retail environment.
- Excellent communication interpersonal presentation and problemsolving skills.
- Strong analytical and datadriven decisionmaking skills.
- Ability to work independently manage multiple priorities and meet deadlines in a fastpaced environment.
Additional Information :
- Experience with multiple customer service software or CRM systems.
- Basic knowledge of ecommerce platforms and processes is a plus.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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