Team Lead Customer Care

2 months ago


مصر, Egypt Talabat Full time

General purpose of the job:
Job responsibilities and duties:
Task- Support agents in the day-to-day operations to secure complete orders and achieve team members’ operations targets.- Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for orders inquiries, transactions and complaints resolution efficiently and effectively.- Conduct daily, weekly and monthly coaching sessions for agents on all systems issues, SOP, skills, attitude and Apps to identify improvement areas and chart action plan with rigorous follow-up.- Review and analyze performance trends consistently and frequently for team members.- Communicate performance results and goals to team.- Provide feedback and training recommendations.- Implement corrective action procedures when required.- Manage and ensure schedule adherence.- Manage the availability of agents on real-time basis to ensure that service-level objectives are met.- Help coordinate breaks, lunches and training sessions to align with expected task volumes.- Monitor attendance over time and take corrective action when required.- Support day-to-day work processes in the contact center.- Handle difficult escalated customers.- Troubleshooting all system related issues.- Lease and coordinate with operations support team to ensure a smooth and dynamic operations platform.- Participating in or leading special projects within the customer care to enhance and improve operations.- Conduct team meetings on a periodic basis.- Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure timely completion of tasks.- Attend daily, weekly and monthly business review meeting- Attend monthly business review meetings with shared services to align business goals.



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