Team Leader - Customer Care Operations - Internet Startup

Job Responsibilities:

- Ensure clear communication and timely resolution of issues.

- Publish performance reports, training needs insight analysis and suggest ideas to improve the performance

- Good customer service and teamwork skills.

- Develops and establishes operational strategy and policies within broad area of responsibility

- Develop objectives for the call centers day-to-day activities

- Develops and establishes operational strategy and policies within broad area of responsibility

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

- Assume responsibility of budgeting and tracking expenses

- Hire, coach and provide training to personnel to maintain high customer service standards

- Monitor and improve ordering, telephone handling and other procedures

- Evaluate performance with key metrics (accuracy, call-waiting time etc.)

- Prepare reports for different departments or upper management

- Facilitate training session for the representatives