Team Leader - Customer Service - BPO

Responsibilities:

- Understand the Customer Care Business and Identify relevant KPIs

- Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment

- Ability to strategically manage operational responsibilities than just "getting the job done

- Develops the team and then establish & monitors the processes which best utilize team talents for the purpose of meeting goals

- Handle escalated customer service issues either through direct personal action or refer to the proper individual/department

- Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Customer Service Manager.

- Responsible for recruiting right talent and developing CS Leads with potential to become people leaders.

- Administer annual reviews and performance improvement plans

- Participate and significantly influence functional strategy

- Leads projects within the team to achieve milestones and objectives