So what does a Team Leader really do? Think of yourself as one of the leaders of your department and not just anyone is qualified for this role. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. We need your full concentration because it’s time to imagine what it’s like being a Team Leader.
Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you look at your tasks for the day, you should be able to drive the performance of teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision, and act as a bridge between your teammates and the other departments.
Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates deliver on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department.
You must be adept at creating reports of your team’s performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team.
So, do you have what it takes to be a Team Leader?
So, what are we looking for?
We need someone who has the skills to call themselves a Leader. Someone with at least one (1) year of relevant Team Leader experience managing at least 10 + team mates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how.
If you have previous experience working on phone, email and live chat customer support roles, then that’s a plus in your favor. If you’re familiar with E-Commerce, ZenDesk, or any other CRM tools; flexible and willing to work different shifts - then we definitely want to talk to you.
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