Vrabotuvanje.com - CX Team lead - Скопје - FrontLogix
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  • FrontLogix

CX TEAM LEAD

 
Location: Skopje Macedonia 
Seniority: Mid-level
Employment type: Full-time 2 pm to 11 pm - Skopje (8 am to 5 pm EST - US), Monday through Friday    
Job function/department: Customer Service
Reports to Center Supervisor (Operations)  
About Front Logix Solutions:
 
Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.
 
Position Summary:
The Customer Experience (CX) Team Leader manages our Client’s CX team that responds to phone, e-mail, or chat nontechnical service requests and handles other back-office activities making outbound calls to source products, obtaining tracking numbers, and providing data entry. 
 
The Team leader will respond to and resolve escalated issues and/or unique or complex customer requests. The Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Additionally, CX Team Leader trains and provides support to less experienced team members. May assist the center manager or supervisor with scheduling and suggest improvements to the process. 
 
Duties and Responsibilities: 
  • Manage 3-10 agents across remote and in-house locations
  • Ensures every team member is trained thoroughly during the on-boarding process and has the tools necessary to succeed in their role
  • Audits and performs quality coaching and feedback sessions
  • Work with Operations Manager and HR to run performance processes as well as draft and execute performance improvement plans
  • Communicate and drive the success of business updates, process changes, company initiatives, and goals o the team
  • Measures and monitors service performance quality standards to ensure customer  satisfaction
  • Lead daily stand-ups, as required, sharing: 
Program, process, policy updates
Report on performance
Setting daily expectations
Operational changes/challenges 
  • Track attendance and functional changes
  • Has joint accountability with managers and operations for service level goals and performance guarantees
  • Is a knowledge resource for other team members
  • Communicates procedures, guidelines, and policies to team members
  • Be creative and be able to ask appropriate questions
  • Responding to customer/vendor emails and live chat inquiries
  • Data Entry into the CRM system; complete client documentation once the task is complete
  • Meet sales targets and call handling quotas
     
Required Qualifications / Experience / Knowledge:
  • 2+ years in a supervisory or team lead role in a CX or Customer Service 
  • Excellent communication skills and highly collaborative
  • Advanced English - written and oral
  • Able to communicate procedures, guidelines, and policies; clear and effective, communicator
  • You are passionate about training, teaching, learning, and development
  • You’re passionate about data and driving better individual and team performance through effective management of key performance metrics
  • Strong work ethic, keep a level head, and don’t get flustered easily
  • Previous experience handling customer escalations
  • Demonstrated ability to work independently and initiate activities, think creatively when trying to find alternate sources, set priorities, manage multiple priorities, and deliver on-time results
  • A self-starter with excellent leadership and time-management skills
  • Email, Chat, Google Search, communication tools
  • Usage of cloud-based systems and applications (e.g. CRM, Google, VOIP)
  • Education - Associates degree or equivalent work-related experience​
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