CEX Digital Team Leader- Maternity Leave Replacement
10 hours ago
Gett is looking for an outstanding Team Lead who will join us and be part of the Digital Customer Experience management team.
This is a temporary position - replacement for maternity leave.
In the role, you will responsible for:
- Managing the B2C teams that provides service by chat to customers, 24/7.
- Make provision for a change of mode of operation when the existing one isn't producing maximum results.
- Give detailed statistical feedback on performance, staff evaluation and reward purposes.
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
- Build and present insights and recommendations based on data and metrics.
- Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
- Be an expert in organizational systems and have a high technical orientation.
Requirements:
- Previous experience as a Customer Care team lead - must
- Relevant B.A degree - advantage
- Leadership skills and phenomenal interpersonal skills
- Vast experience in leading improvement processes
- People person, creative and problem solver
- Data oriented, possesses a high level of attention to details with a strong analytical and business reasoning skills
- High level of ability to express yourself verbal and written
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