Come join the Collective Solution Team!!! We are opening our newest center in Montego Bay, Jamaica (in Sandy Bay) and need an excellent Customer Service/Chat Team Lead to add to our Team. Apply now!
The Customer Service Chat Team Leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.
1.Proficient in handling all the duties and responsibilities of the Customer Care Group. (Web chat, email response, case management)
2.Demonstrate chat taking proficiency (direct questioning to understand issues timely / clarity in response to provide understanding etc.), an in-depth product knowledge of our services and other "soft" skills necessary to handle chats, emails and calls where a customer may be upset.
3.Ensures reports and chat responses are accurate and completed in a timely manner.
4.Reports to assigned team meetings and/or training sessions as needed.
5.Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
6.Writes and administers performance reviews for skill improvement.
7.Is available for employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution.
8.Ensures employees have appropriate training and other resources to perform their jobs.
9.Responds to and resolves employee relations issues expressed by team members.
10.Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
11.Addresses disciplinary and/or performance problems according to company policy.
12.Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
13.Assists the manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, and reward/recognition programs.
14.Works as a member/leader of special or ongoing projects that are important to area/process improvement.
15.Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
16.Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
17.Uses appropriate judgment in upward communication regarding department or employee concerns.
Experience & Competencies
·2-3 years’ experience in team lead/supervisory position preferable in the BPO industry
·College degree or equivalent studies in management
·Previous experience managing a chat team.
·Ability to type 30 words per minute, experience with 10 key
·Proper Written and Telephone Etiquette
·Must be able to multitask
·Familiarity with Microsoft Word, Internet, Email, Web Chat process
·Great Leadership and organizational skills
·Good track record in performance management
·Employee / customer centric
·Excellent communication skills
·Possesses good problem solving skills
Location: Montego Bay, Sandy Bay, Jamaica
