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Team Leadership and Supervision:
- Provide day-to-day leadership and support to team members within the Chat Support and Outbound L1 Support teams.
- Monitor and guide team performance, ensuring alignment with departmental goals, KPIs, and quality standards.
- Foster a collaborative, positive work environment that encourages team engagement and professional growth.
Issue Resolution Management:
- Lead the resolution of complex technical issues escalated from Chat Support, Sales and Billing, and Branch teams, ensuring prompt and effective outcomes.
- Supervise the handling of technical inquiries received through social media channels, ensuring that issues are addressed with accuracy and efficiency.
Performance Monitoring and Reporting:
- Track and analyze team performance, ensuring that targets for First Time Resolution (FTR), response times, and customer satisfaction are met or exceeded.
- Report team performance and escalate any issues to the Social Media Supervisor, offering insights and recommending actions for performance enhancement.
Cross-Functional Coordination:
- Collaborate with other departments, such as Sales and Billing, Technical Support, and Branch teams, to ensure seamless escalation and issue resolution.
- Act as a liaison between team members and other units, ensuring effective communication and coordination for resolving customer issues.
Training and Development:
- Assist the Social Media Supervisor in conducting training and development programs for team members, ensuring they are equipped with the necessary skills and knowledge.
- Provide ongoing coaching and feedback to help team members improve performance and enhance their technical troubleshooting abilities.
Process Improvement and Compliance:
- Ensure that team members adhere to established processes and procedures, ensuring efficiency and consistency in service delivery.
- Identify opportunities for process improvements within the teams and collaborate with the Social Media Supervisor to implement enhancements.
Quality Assurance and Customer Satisfaction:
- Monitor customer interactions to ensure that all service standards are met, focusing on both technical accuracy and customer satisfaction.
- Analyze feedback and performance data to identify areas for improvement and drive quality assurance initiatives within the team.
Technology and Tool Utilization:
- Ensure that team members effectively use Omni-channel platforms and other customer service tools to manage inquiries and resolve technical issues.
- Assist in the maintenance and optimization of tools and technologies used by the teams, ensuring they are fully equipped to handle customer needs.
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