Customer Experience Team Lead

3 days ago

Singapore beBeeCustomer Full time $40,000 - $80,000

The role of a Team Lead is to oversee the team's performance and ensure that all tasks are completed efficiently.

Key Responsibilities:

  • Partner with department managers to provide feedback on customer interactions, highlighting areas for improvement and providing direct feedback to representatives.
  • Serve as a resource and advisor to the training department, identifying training deficiencies, trends, gaps, and additional needs through various forms of call monitoring.
  • Lead, mentor, and develop team members to promote quality awareness, implement quality programs, and initiatives towards Customer Experience Excellence.
  • Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure adherence to applicable standards.
  • Compile and analyze data (customer scorecards, on-time delivery, and other performance metrics) to identify trends indicating existing and emerging service gaps.

Requirements:

  • Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
  • Preferable with 2 years of working experience in the related field is required for this position.
  • Experience in performing quality audits, root cause analysis, calibration, process improvement initiatives.
  • Knowledge of Quality terms, tools, and methodologies, and ability to provide insights analysis for client business reviews.
  • Demonstrated ability to coach and develop new and existing support agents.
  • Excellent organizational, time management, customer service, and problem-solving skills while working in an environment with frequent interruptions.
  • Excellent verbal and written communication skills in English.

Benefits:

  • Attractive remuneration and great perks.
  • Comprehensive medical, insurance, or social security coverage.
  • World-class workspaces.
  • Engaging activities and recognition programs.
  • Strong learning and development plans for career growth.
  • Positive culture.
  • Flexible working arrangements.
  • Easy access to public transport.

Job Segment:

BPO, Manager, Business Process, Advertising, Quality Manager, Operations, Management, Marketing, Quality

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