Senior Team Manager
3 weeks ago
We are seeking a highly motivated and experienced Team Leader to join our iSON Xperiences team. As a Team Leader, you will be responsible for managing a team of customer service representatives, ensuring they deliver exceptional service to our clients.
Main Responsibilities:
- Lead and manage a team of customer service representatives to ensure service delivery standards are met.
- Address any challenges the team may face, impacting productivity, and implement solutions to overcome them.
- Coach and mentor team members to improve their performance and skills.
- Conduct regular performance reviews to ensure Key Performance Indicators (KPIs) are met.
- Manage absenteeism and attendance, ensuring the team is fully staffed to meet client needs.
- Build strong relationships with clients, ensuring every experience is exceptional.
- Maintain sound client relations, resolving any issues promptly.
- Prepare and submit regular reports on team performance.
- Communicate effectively with management, seeking support when needed.
Requirements:
- Proven experience in managing a team in a customer service environment.
- Excellent communication and leadership skills.
- Ability to work night shifts.
- MS Office literacy.
- Excellent written and verbal communication skills.
- Must have own transportation.
- Previous experience working with American clients is essential.
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