Customer Care Team Leader

1. Manages  customer care team and ensures the fulfillment of KPIs:

• Leads and develops people in their own team - regular 1: 1 with all team members.
• Guarantees the fulfillment of team KPIs and passes them on to his superior.
• Answering complicated questions and direct feedback. Communication with customers who have complicated complaints or want to talk to a superior
• Orients in regular reports and statistics and manages important pro-customer tables.
• Ensures good mood and motivation (motivational competitions, job changes, job variety)
• Preparation data for wages - continuously evaluates the quality of work of operators in the team, at the end of the month checks the data for the variable component of wages based on KPI fulfilment.
• Self-education and development
• Informs his team about the news and how they are doing in compliance with KPIs.
• Passes important information from the team to the company.
• Prepares regular weekly meetings for what it is needed to improve once a month the company's goals are discussed and why.
• Orients in the normal activities of operators.

2. Operations:

• Preparation of the distribution of activities for the agents for the next day to cover the complete operation.
• Monitoring and checking that agents are performing their assigned activities and checking the quality of their work.
• Co-operates with all departments in the company.
• Orients in current events in the company - events, etc.
• Resolution of crisis situations
• Minor administration - control twisto orders and others.

3. Quality and CX:

• Aids new or less experienced operators.
• Monitors CSAT results of its team.
• Passes feedback on bad evaluations.
• Can conduct training for beginners in the absence of a trainer.
• Willingness to assist with customer support activities, either with individual projects or by collaborating on projects with other departments

• Being an example to agents, with your pro-customer attitude.
• Bring your ideas on the improvement of handling errors and complaints efficiently.
• Assume responsibility for customer issues, ensuring a thorough and consistent approach to problem resolution. Act as the primary contact for intricate customer inquiries that require escalated attention.
• Promptly address and resolve customer queries and concerns through various communication channels, including email, phone, webchat, and social media, ensuring timely and effective responses.
• Adhere to and uphold the company’s standards, policies, procedures, and processes in all work activities, promoting high-quality and uniformity in customer service delivery.
• Strong customer orientation
• Experience in managing a team of people, mentoring and coaching skills, ability to give feedback.
• Experience in communicating with customers - customer care, support, or service
• Multitasking
• Knowledge of Google workspace
• English in words and writing
• Patience, empathy, common sense
• Structured thinking

• Your work will have a direct impact on the company's results
• We will implement your good ideas almost immediately – not waiting for the approval of the headquarters somewhere in the world
• You will not be bound by corporate processes
• Your work has to be innovative and meaningful, we do not want to follow trends, but set them.
• Opportunity for development and growth.
• Last but not least, we mainly offer a fair reward and the possibility of professional growth and education, also a great bunch of people around and legendary company events.