Customer Experience Team Leader

The role of a customer service team leader is to lead the frontline customer service representatives who manage customer interactions across an omni-channel operation – Voice, Email, Chat, Chatbot & Social channels of support in the Americas.

The candidate is responsible for ensuring effective team management, focusing on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain positive relationships with our internal and external business partners. It's critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations.

The candidate needs to play a key role in building an open & empathic culture in business, with a constant endeavor to achieve organizational strategic objectives. This role is accountable for maintaining connectivity with the businesses that are supported by processes delivered within the team and share standard methodologies in the team and with partners.

Key Accountabilities

• Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers
• Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality
• Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes
• Carry out regular one-to-one with all direct reports to discuss performance and to develop and implement career path plans
• Conduct half yearly and annual appraisals with direct reports
• Prioritize monthly team meetings with direct reports
• Proactively develop the skills, proficiencies and knowledge of Customer Service team members
• Develop a team environment that supports continuous improvements & promotes the growth of attitude
• Provide first level escalation for any issues raised by the team
• Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
• Work closely with other team leaders within the business and GBS to ensure that overall operational objectives are met, ideas shared, and lessons learnt
• Adhering to the tasks outlined in the EMS / QMS Systems
• Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing
• Develop and maintain sound working relationships with key collaborators, customers and external service providers
• Develop and control processes and procedures to the company standards
• Serve as a cross functional liaison to share standard processes across FBT and other areas of our business
• Collaborate with business partners as a SME to adequately support any new business or quickly react to supply disruption
• Deliver quality and cost-effective accounting and control to our customers by using technology, standard processes, and identifying and implementing continuous improvement opportunities with data-driven measurements to strengthen trust and confidence in personal delivery and the overall delivery of the GBS agenda
• Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including planning, assigning and advising work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Provide support as vital to ensure all team members are aligned with HSSE policies and procedures

Accelerator Accountabilities

Crucial Experience

Key Competencies

Desirable Criteria

We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation .

Skills Required

Genesys, Microsoft Office, Avaya, Continuous Improvement