In the role of Team Lead, you will be responsible for preparing the service quality plan, manage the team, ensure process compliances, resolution of escalations, Knowledge Management Compliances with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview within the guidelines, policies and norms of our client.
In this role you will be responsible for transition coordination, resource planning and training, performance management of the team, Service level agreement and process compliance, knowledge management, process reengineering, resource optimization and overall governance of the team.
Location for this position is Costa Rica.
Must have experience in :
Participating as a part of the transition team to prepare or review process definition and documentation for the specific processes within the purview
Coordinating trainings with the training team to ensure right skill sets are available to support the customer
Interviewing Customer Service reps based on behavioral and professional competency requirements
Preparing or signs off on KRA / Deliverables for the reps, specialists
Implementing career development / succession plans for direct reports and SMEs
Monitoring daily, weekly, monthly dashboards to ensure compliance of agreed SLAs
Formulating actions plans to improve customer satisfaction scores, agreed SLAs with the client
Allocating or supervising allocation of work to agents without impacting the agreed turn around
Resolving escalations in a timely manner in the process in order to ensure strong customer relationship
Desired Skills :
L1 / L2 Technical helpdesk