Customer Service Team Leaders — Digital finance & analytics firm

QUALIFICATIONS

• A degree or equivalent work experience in management or training in team leading is a plus
• At least 2 years of experience as a team leader or supervisor
• In-depth knowledge of performance metrics
• Excellent technical proficiency and experience, with basic understanding of:
• Data manipulation techniques and tools like Excel or very basic SQL
• Web scraping tools or languages like Python to pull data from various sources
• Experienced in using MS Office applications, especially Excel
• With good research acumen, able to conduct focused research, distinguish reliable sources, and synthesize information
• With an understanding of crypto terminology and concepts
• A critical thinker with good analytical skills and attention to detail
• Excellent written and spoken English communication skills
• Organizational and time management skills

RESPONSIBILITIES

• Program-specific
  • Serve as the main point of contact for the team’s daily activities
  • Check queue volume for the day, understand volume trends and adjust agent allocation accordingly
  • Monitor email and other communication channels for updates
  • Resolve cases/tickets/calls/escalations as needed
  • Reconcile agent hours in client time tracking
  • Coordinate with Reports team to prepare and submit daily End-of-Shift reports
  • Attend weekly client meeting for program and team challenges and opportunities, helping develop meeting agenda for weekly team meetings
  • Conduct official quality checks when needed
  • Adhere to policies and procedures set by the company and client
  • Perform other tasks as required by the campaign and company
• Team management
  • Conduct weekly coaching sessions with every team member
  • Provide feedback and action plans to ensure program goals are met
  • Lead group meetings with the agents to go over feedback, quality, and coaching
    strategies
  • Identify trends across the team and individual analysts from QA Scores and
    Productivity numbers
  • Ensure low performers are provided coaching
  • Address disciplinary and performance-based opportunities
  • Assess current project processes and provide suggestions for improvement
  • Come up with creative ways to motivate team and drive performance
  • Disseminate updates, issues, and company/project policies to team members
  • Provide floor support/coaching
  • Provide monthly, quarterly, or tertial reviews to discuss progress, challenges, goals and other activities
  • Re-train team members as needed
  • Provide recommendations for training procedures