Team Lead, Onboarding Success at Pagatech Limited

Responsible for coordinating, supervising and providing floor support for the onboarding team. Ensure immediate operational needs of frontline representatives are properly addressed; ensure all representatives adhere to the established work schedule and key performance indicators.  

ROLES AND RESPONSIBILITIES

• Act as a first level escalation point for issues beyond CSRs’ sphere of control
• Monitor team performance to ensure efficiency in call handling and customer service delivery
• Promptly escalate issues that affect effective and efficient customer service
• Prepare/compile agreed periodic activity and performance reports
• Ensure the timely and accurate communication and dissemination of relevant information to the team.
• Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations 
• Daily monitoring of individual’s and team key performance indicators.
• Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
• Assist with coaching / training of the Contact Centre Representatives to ensure that they achieve or exceed CX expectations.
• Collate feedback as regards processes and policies that alienate customer and share with the line manager
• Perform any other duties as assigned by the Manager, Customer Care.

EDUCATION AND EXPERIENCE

• First degree or its equivalent in a relevant discipline.
• Three (3) to Five (5) years relevant work experience.
• Proficiency in Ms Office - Excel, Word and PowerPoint
• Communicates tactfully and effectively both verbally and in writing
• Maintain effective work relationships with all team members
• Ability to manage and motivate staff within a team environment
• Good decision making and problem-solving skills
• Attention to detail, initiative and set high standards
• Demonstrated service excellence at a supervisory level
• Flexibility and adaptability to new instructions and/or dynamic organisational priorities
• Must be a team player and able to work collaboratively with and through others.