Customer Support Team Lead

1 week ago

Singapore WISE ASIA-PACIFIC PTE. LTD. Full time

Customer Support Team Lead ensures smooth flow of inquiries and complaints through effectively managing the team. Motivates, coaches, inspires, trains and directs the assigned team members. They also provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.

This role includes building and developing the team; keeping track of team members progress and skills to make sure the team is able to cover all necessary tasks (Quarterly planning, retros, setting goals for team's future, making sure CS KPI's are reached).

Responsibilities include interviewing, selection and hiring; participating in training new and existing employees, team planning, assigning and directing work, managing employee performance appraisals, addressing employee performance and corrective action plans, employee motivation and suggesting rewards

Reports to the CS Senior Team Lead.

**Responsibilities
**KPIs**

Responsible for ensuring the following KPIs are within target for their team:

- CSPH
- Occupancy
- AHT
- QA score
- Escalation rate & escalation accuracy
- Utilization (shift share)
- CSAT

**Operations**
- Ensures that team provides good quality and efficient support and meet KPIs
- Identifies opportunities for team performance improvement and improves via effective performance management

**People management**
- Supports agent engagement and motivation
- Ensures the agents are equipped with all the necessary tools, trainings and support to perform their daily tasks
- Leads interviews with agents and makes hiring decisions, communicates job expectations during hiring process
- Provides effective feedback via regular 1-1s, biyearly GrowWise; propose compensation changes
- Supports agents in setting actionable goals that enable their growth in Wise
- Ensures high engagement in the assigned CS team

**Relationship management**
- Maintaining networks with various stakeholders within the organization on the team level

**Budgeting**
- Responsible for the team budget in the assigned team
- **Requirements/Skills**
- Fluent in English
- Preferably speaking the language of the assigned team
- Experience - at least 6 months in Wise CS or a year in an external CS organization
- People management skills
- Flexibility in working hours/shifts (day / night, weekdays / weekends
- Friendly, creative and problem solver
- Great fit to our values and company culture
- Able to keep up with constant change, patient and flexible
- Clean police report

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