Operations
Customer Care Team Lead
Role & Responsibilities
- Responsible for Honest Care Operation end to end monitoring including supervision of a group of Customer Care Specialist, ensure the 24/7 operation work accordance to company standard
- Provide regular (weekly & monthly) coaching and counseling to all team members discuss the performance progress and ensure all team members achieve the performance target
- Review and Identify performance & operation related issues regularly (Daily, weekly, monthly), develop an action plan for improvement, implement corrective action.
- Responsible for all issues escalation and do proactive follow up to relevant stake holders to ensure all the issues solved within the SLA
- Organize schedule & shift pattern based on the operational needs
- Ensure a safe and harmonious working environment for all Customer Care Team and be the role model in embracing Honest Value for the team
- Generate insight based on the customer's voice and develop action plan accordingly
- Develop and maintain Knowledge base and or FAQ updated with the latest product, promo information and communicate for any changes to the team and ensure all team members are aware and updated
Qualifications
- Customer oriented
- Have strong leadership & critical thinking skill
- Ability to communicate to all level
- Have extensive experience in managing 24/7 Contact Center operation
- Self driven & full of initiative
- High level of attention to details