DE030086-Thai Service Delivery Ops Team Lead
---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Thai Service Delivery Ops Team Lead
WORK SETUP: Return to Office
RESPONSIBILITIES:
• Proactive and inquisitive candidate required with clear and precise communication, written and oral skills
• Market /vertical knowledge of Retail and Sales
• Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell
• Analytical skills required with an eye for detail
• Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers
• Team Building - Ability to coach, connect and motivate team members; support training as needed
• Manage project & client SLAs/KPIs
• Manage a team of 15 FTE and set of Team Leaders
• Drive employee morale, performance and productivity
• Manage shrinkages and attrition as per the capacity plan
• Weekly coaching and feedback and 1-1 to improve agent performance
• Mentor and groom direct reportees on goal setting, RCA and coaching methodology; support training as needed
• Team Lead will be aligned with our Customer Support vertically and help us in managing/ resolving customers’ query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA
#LI-PH
OTHERS:
Project Shift Schedule: Rotation Shift
Project Rest Day: Rotation
Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2
Mandaluyong City
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