Product Operations team member at Outreach supporting execution of core business and strategic initiatives. Coordinating cross - functional projects to ensure alignment and operational excellence.
About the role
- Customer Support Team Leader ensuring exceptional customer support and team performance management. Overseeing training, quality assessments, and compliance while promoting a positive team environment.
Responsibilities
- Manage all aspects of your team’s performance
- Ensure that our players receive world-class customer service and support
- Ensure Monthly QA goals are met
- Create coaching plans and provide the required level of coaching and mentoring
- Create and manage Career Development and growth plans for your Team
- Escalate Training specific needs to your Floor Manager and ensure follow-up
- Analyse and monitor Team performance trends monthly to ensure delivery meets the required standard
- Facilitate a learning environment by ensuring effective knowledge transfer amongst your team members and the wider Customer Support team
- Conduct Monthly Performance Reviews
- Ensure adherence to all RG and Compliance
- Manage formal escalations when needed
- Proactive follow-up on escalated queries to ensure timely resolution to customer concerns
- Identify system enhancements and tool requirements needed to improve efficiency and effort within the Call Center
Requirements
- Grade 12 or equivalent
- Excellent customer support background using live chat & e-mails
- Minimum 6 months previous leadership experience
- Own transport
- Flexibility to work shifts in a 24/7 environment
- Excellent verbal and written communication skills
- Able to work under pressure and meet deadlines
- Analytical and high attention to detail
- Self-managed, reliable, and confident
- Adaptable and flexible in an ever-changing environment
Benefits
- Professional Development
- Excellent computer proficiency (MS Office – Word, Excel, and Outlook)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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