Team Leader - Customer Service

November 21

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Description

• We are looking for a highly motivated and self-driven leader who understands how to get results and can lead a team of secret shoppers • The Secret Shopping Team aims to elevate our research services by collecting data on provider services and evaluating consumer experiences through phone and online inquiries • This is a new function within our organization, so you will play a role with many hats • You need to have proven experience in problem-solving, process development, process documentation and process improvement • Deliver the targets defined by the campaign • Gain a proficient understanding of the project procedures and processes and how we engage and provide value to clients • Knowledge of customer data research • Engage shoppers in meaningful coaching sessions • They should be able to hold phone conversations that provide clear, yet concise directions towards development • Assess shopper calls and provide calibration directions on scoring each shopper call • Complete performance assessments with accuracy and actionable steps • Document coaching, and assessments with clarity and timeliness • Send feedback and updates to managers and other stakeholders through masterfully crafted emails • Initiate multiple changes in the workplace, including processes, goals, and requirements, while still meeting project expectations • Play a part in developing supporting documentation for training and operations • Serve as an intermediary for escalations between agents and consumers • Highly motivated, process-oriented and driven to meet deadlines and goals • Proven track record of initiative-building and implementation • Keep track of personal productivity and be able to work independently with minimal supervision • Maintains a cordial relationship with agents and is able to build relationships that move performance forward • Submit high-quality deliverables accurately and within the agreed timeline • Perform other responsibilities as assigned by the QA Manager

Requirements

• Has advanced to expert written and verbal communication skills • BPO Leadership experience in a customer service environment, recently in the last 5 years is highly preferred • Has at least 5 years of BPO experience, preferably in a work-from-home environment • Has experience in piloting programs and initiatives • Has keen attention to detail and familiarity with the use of several remote work tools • Has excellent analytical and problem-solving abilities and meticulousness • Has the proven ability to multitask and think outside the box • Has system requirements as mandated by the project • Experience in a training and coaching environment is an advantage • Strong computer skills and knowledge of Google Workspace, ClickUp, Notion and Salesforce is a plus