Job Summary
The TEAM LEADER is responsible for managing a team of ambassadors whose focus is to provide great customer experience, upsell customers for them to get the best value for their money, and retain customers in the organization.
Responsibilities include but are not limited to: Improve ambassadors performance by providing coaching, real-time feedback and facilitating developmental activities. He or she will also be accountable for customer and client escalations, agent productivity and is expected to be the main subject matter expert to his team.
Primary Responsibilities:
- Transfers client-specific knowledge to ambassadors to ensure high quality service, increase in upsell, and retention rate
- Works closely with managers, client SMEs and ambassadors to assess opportunities, generate action plans, and meet targets set by the clients
- Provides daily, weekly and monthly team performance reports
- Monitors calls and identifies improvement opportunities as topics for continuous and consistent training and coaching sessions
- Participates in the development, implementation, and update of training content
- Ability to logically assess difficult situations in a timely manner and provide solutions while prioritizing employee, client and customer satisfaction
- Creates departmental correspondence and reports and responds to customers through verbal and written communications
- Coordinates work and vacation schedules of team members
Qualifications:
- At least 2 years in BPO
- Strong background in Customer Services, Sales and Retention/Winback
- Amenable to work WOS Set Up.
- Able to handle 15-20 agents