Lead Customer Service Team

5 days ago

Singapore beBeeCustomerService Full time $80,000 - $120,000
Customer Centre Team Manager

Job Description

  • To lead, coach and manage a team of customer service representatives.
  • To monitor individual and team performance to ensure key performance indicators (KPIs) are met, driving customer satisfaction and operational efficiency.
  • To develop strategies that enhance productivity and customer satisfaction.

Key Responsibilities:

  • People management: Demonstrate effectiveness in developing and coaching team members to meet individual and team service standards, campaign targets. Directly accountable for individual appraisal and development.
  • Motivate and enable high-performing individuals who are customer-centric.
  • Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns and set objectives.
  • Manage the flow of information within the team through clear communication and information sharing.
  • Consistently meet and exceed customer centre targets (KPIs) without compromising on quality of service delivery.
  • Achieve individual goals, drive team performance targets and service levels of the customer service centre.
  • Manage workforce scheduling to optimize coverage and minimize downtime. Assist with calls during surges.
  • Data confidentiality and data breach prevention. Maintain strict compliance in handling sensitive customer information.

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