Team Lead

Job Summary

• Monitor quality and progress of work, check and approve work of subordinates (turn around time, risk analysis, overall team performance and project planning) within authorization level and/or in close cooperation with the manager  

• Stimulate change and improvement, assess proposals of subordinates as well as to propose change or improvement of processes to higher management;  

• Ensure timely and correct reporting to process manager in accordance with applicable procedures and guidelines and ensure recording and traceability of data;  

• Comply with Business Systems and practices.  

• Manage a group of 10-15 Order Management specialists/DSS  

• Responsible for coaching and developing subordinates   

• Respond to escalations and become process experts on assigned product lines  

Key Responsibilities

Requirements 

• Graduate of any 4 year degree; ideally Business or Marketing  

• Proficient in Salesforce and Oracle  

• Understanding of Customer Satisfaction metrics (CSAT, AHT, Quality)  

• 24* 7 5 days working - 2 days off - Rotational offs  

• Good communication skills - oral and written  

• Leadership skills  

Skill Requirements

• Customer Service Experience  

• Strong Decision making and Analytical Skills  

• Escalation Management  

• Clearly and succinctly explain to Order Managers their understanding about organizational goals to specific tasks  

• Can establish steady and effective workflow between themselves and their staff  

• Can inspire members of his/her team to go the extra mile and be a CSAT champion  

• Ability to delegate tasks to team members  

• Researching Capabilities and keen attention to details  

• Ensure compliance to all company and business policies  

• Creates positive environment across the team  

• Creative and have a high level of decision making skills  

• Good presentation skills and has experience with GSuite products  

• Process oriented and excels at attention to detail  

• Can work independently and ability to extend coverage as   

necessary  

Other Requirements