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Customer Care Guest Team Lead

Location : Charlotte, NC
Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :
The Day To Day In Detail

    • Take ownership for team results and provide daily leadership to a team of agents to achieve department targets

    • Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors

    • Understand development needs and provide coaching, training and support to team members

    • Effectively use business tools to monitor team performance, quality and adherence

    • Create a safe and open team environment where regular and constructive feedback is encouraged

    • Be a role model for company policies and procedures and ensure the team understands and adheres to them

    • Be a voice for continuous improvement providing feedback on opportunities and proactively share best practices

    • Collaborate with the recruitment team in the recruitment process and onboarding of new team members

    • Handle guest (b2c) cases as required

Required Qualifications :
You’ll Need

  • Minimum 2 years’ experience as a people manager or team leader in a customer service or contact center environment;

  • Strong interpersonal skills

  • Experience leading teams in an international, customer-focused environment

  • Strong work ethic; self-directed and resourceful

  • Solution oriented and result driven

  • Proactive, flexible and capable of working independently as well as working in a team

  • Good communication and analytical skills

  • Ability to multi-task & a flexible attitude

  • Minimum of bachelor's degree


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