Key Responsibilities:

1. Team Leadership & Support:

- Supervise and mentor the customer care team, ensuring high-quality service delivery and a positive team culture.

- Schedule and roster team members to ensure optimal coverage and efficiency.

2. Quality Assurance:

- Monitor order queue regularly throughout the day to ensure that orders are being processed, dispatched and delivered in a timely manner.

- Review customer care interactions (calls, emails, chats) to ensure adherence to company standards and identify training needs.

- Develop and deliver training programs to improve team performance and customer satisfaction.

3. Customer Experience Analysis:

- Track key performance metrics such as response time, resolution time, ordering processing time and customer satisfaction scores by preparing and analyzing relevant reports on a weekly basis.

- Identify trends, pain points, and opportunities for improvement in the customer journey.

4. Process Improvement:

- Implement data-driven changes to enhance customer support processes and overall customer experience.

- Collaborate with cross-functional teams to ensure alignment on customer experience initiatives.

5. Customer Advocacy:

- Act as the voice of the customer within the organization, ensuring customer feedback is heard and acted upon.

- Proactively address escalations and complex customer issues to ensure timely resolution.

Qualifications & Requirements:

Experience: At least 2+ years experience working in a call center, preferably in the BPO industry, with at least 1 year in a supervisory or team lead role. This requirement is MANDATORY. We ask that you do not apply if you do not satisfy this requirement.

Analytical Skills: Strong ability to analyze data, generate insights, and implement actionable improvements with a track record of doing so.

Communication: Excellent verbal and written communication skills, with the ability to lead and inspire a team.

Technical Proficiency: Familiarity with customer support tools (e.g., Zendesk, Intercom etc) and reporting software (e.g., Excel).

Problem-Solving: A proactive mindset with the ability to resolve issues creatively and efficiently.

Customer-Centric: A passion for delivering exceptional customer experiences and driving customer loyalty.