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Customer Experience Leadership Role
il y a 2 semaines
About the Job:
We are seeking a talented Senior Customer Support Team Lead to join our team at Poppy Mobility. In this role, you will lead a team of customer service agents, ensuring they provide exceptional service to our customers.
The ideal candidate will have a customer-centric mindset, with a passion for solving problems and improving the customer experience. They will also have excellent analytical skills, with the ability to review customer service metrics and identify areas for improvement.
Key Responsibilities:
- Manage a team of customer service agents, ensuring they meet or exceed service level agreements (SLAs).
- Develop and implement process improvements, resulting in enhanced team efficiency and customer satisfaction.
- Monitor team performance in real-time, identifying areas for improvement and implementing changes as needed.
- Coach and mentor team members, providing ongoing feedback and training to help them reach their full potential.
- Foster a collaborative environment, ensuring open communication between agents, management, and other departments.
