Team Leader- Customer Service
Ki Consulting - Dubai
- Monitor team performance
- Enable development opportunities for team through participation in big initiatives.
- Assist team members who are new to the process.
- Prepare development plans for team members and track their implementation.
- Answer queries raised by the team.
- Undertake call/email /Chat monitoring and undertaking the necessary follow on action
- Ensure team adherence to discipline & company Policies.
- Prepare ad-hoc reports / incentive sheet, etc.
- Provide inputs through forums to improve work procedures that can enhance overall team performance.
- Communicate the shift timings to the advisors
- Mark Attendance for the team and shift
- Cascade updates or information to the team through buzz session or nominate a team member to conduct the same.
- Monitor calls
- Conducting one on one sessions & team meetings
- Provide feedback and coaching to the advisors.
- Study the team data to analyze and draw trends
- Track attrition and performance regularly
- Handle escalations
- Conduct quarterly audits for leave cards and other documentation.
- Provide updates to Team Manager regularly with respect to the performance of the team and any issues faced by them.
- Initiate CAP/DAP/EDP as required
- Co-ordinate with the Quality Team on quality improvement
- Real time queue management
Job Type: Full-time
Salary: AED5,500.00 to AED6,500.00 /month
Experience: Team Leader: 2 years (Required)
Education: Bachelor's (Required)
Location: Dubai (Preferred)
Language: English (Required) / Arabic (Required)
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