Deskripsi Pekerjaan
Join our dynamic team as a Customer Experience Outbound Team Lead at Information Professionals. In this pivotal role, you'll be responsible for leading a high-performing outbound calling team focused on Voice of Customer programs and service recovery initiatives. Your leadership will directly impact customer satisfaction and loyalty while driving team performance excellence.
As a Team Lead, you'll mentor and develop your team members, ensuring they have the skills and resources needed to deliver exceptional customer experiences. You'll analyze performance metrics, identify areas for improvement, and implement strategies to enhance both team productivity and customer satisfaction. Your role will be crucial in bridging the gap between customer feedback and organizational improvement.
Information Professionals offers a collaborative work environment where your leadership skills will make a tangible difference. If you're passionate about customer experience and ready to take on a leadership role that combines people management with strategic thinking, we encourage you to apply.
Tanggung Jawab
- Lead, mentor, and develop a team of outbound customer experience representatives
- Oversee Voice of Customer programs and service recovery initiatives
- Monitor team performance metrics and implement improvement strategies
- Conduct regular coaching sessions and performance reviews
- Collaborate with other departments to ensure seamless customer experience
- Develop and maintain quality assurance standards for team interactions
- Identify training needs and coordinate appropriate development programs
- Report on team performance and customer satisfaction trends
Kualifikasi
- Bachelor's degree in Business, Communications, or related field
- Minimum of 3 years' experience in customer service or call center environment
- At least 1-2 years of team leadership or supervisory experience
- Strong knowledge of customer experience principles and best practices
- Excellent communication and interpersonal skills
- Proficient in CRM software and call center technologies
- Demonstrated ability to analyze performance metrics and implement improvements
- Strong problem-solving abilities and emotional intelligence