In the role, you will responsible for:
Manage a team of 15 representatives and 4 seniors that provides service by phone to drivers and customers, 24/7.
Make provision for a change of mode of operation when the existing one isnt producing maximum results.
Give detailed statistical feedback on performance, staff evaluation and reward purposes.
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
Build and present insights and recommendations based on data and metrics.
Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
Be an expert in organizational systems and have a high technical orientation.
Previous experience as a Customer Care team lead – must
Relevant B.A degree – advantage
Leadership skills and phenomenal interpersonal skills
Vast experience in leading improvement processes
People person, creative and problem solver
Data oriented, possesses a high level of attention to details with a strong analytical and business reasoning skills
High level of ability to express yourself verbal and written
