The position requires us to lead and manage the overall performance of the customer service High Level Escalations Team where we deal with tough and intricate cases ranging from Governmental Bodies, Stakeholders, High Level Escalated Cases and many more. The right person would be ready to make tough data-backed decisions in a high-speed complex environment. If you are passionate about delivering wow customer experience, enthusiastic about solutions and have management experience.
Does this sound like you? If so, do apply!
Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and Targets
Ensure that the team are handling day to day operational tasks in accordance with the established work processes and instructions.
Assists management with hiring processes and new team member training.
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
Conducts team meetings to update members on best practices and continuing expectations.
Delivers 1:1 conversation with Team members to address performance, work on the development and any other item.
Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
Analyze reports and use data to work on developing, measuring, or making calculated decisions to support improvement initiatives and even resolve existing issues within the workflow or processes.
Develops strategies to promote team member adherence to company regulations and performance goals.
Inspect current procedures and develop quality assessment measures to ensure the reliability of production and its final output.