Customer Service Team Lead
Philippines
Monitors the team statistics, activity and performance for general purpose. Handles 3 different support groups such as Order Entry, Customer Service through E-mail and Customer Service through phone. Provides timely feedback to our POC regarding the 3 support groups and every associate that works in the team. Communicating solutions, successes, and opportunities to the Manager of customer service.Carrying out performance measurement, monitoring, and evaluation of all associates to improve their efficiency and effectivity. Also, to provide feedback on areas that needs improvement. Quality assurance - Make sure that all target metrics set by the client are being met or exceeded by the support group. Handles first hand escalation and make sure to give appropriate resolution in a timely manner. Preparing and directing schedules, monitoring attendance, scheduling breaks and shifts if necessary to cover the entire support hours.