• To take ownership of Customer issues and work across functions to follow through to resolution
• To identify and put forward suggestions to improve the Customer experience
• To work in conjunction with the Ops Manager to anticipate future Customer needs and plan accordingly
• To own customer satisfaction issues and delivery of the customer satisfaction rating for the team
• To lead by example, building a “winning team” culture, championing a positive outlook across the department
• Evaluate resource requirements and identify longer term needs of the group to support business needs
• Maximize team performance by carrying out formal performance reviews, regular feedback, Personal Development Plan and coaching
• To ensure regular communication, encourage team input and involvement and to encourage innovation
• Identification & development of key team members, ensuring their readiness for next steps
• Identify and address poor performance
• Manage the Performance and Development Plans and training requirements for the team, providing coaching & support on an ongoing basis
• Provide reports to Management Team on CS KPI’s and customer specific issues and feedback.
• To demonstrate and encourage a positive attitude towards change and continuous improvements
• To develop, communicate and implement change plans, actively involving staff in the change process
• To identify areas where changes could be made to continuously improve quality and service levels, occasionally playing the driving seat role.
• To regularly review departmental and team processes to ensure continual improvement and support of new business requirements, increasing customer satisfaction and reducing query volumes
• To use customer satisfaction feedback and quality assurance processes to identify issues, analyze trends and drive innovation and resolution
• Establish and review standards of performance to achieve or exceed departmental service level agreements, ensuring accountability of both the team, individuals and business partners
• Proactively liaise with key business owners and business partners to develop processes and procedures to improve customer service and meet changing business needs

Qualifications:

• Bachelor’s degree holder
• 1-2 years of leadership experience in a BPO setup
• Familiar with BPO operations (understands AHT, NPS, SLA, etc.)
• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
• Proven success at managing change
• Strong organizational, prioritization and delegation skills
• Proven problem solving and analytical skills
• Detail oriented and project management skills
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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