Talent Advisory Partner at Catalyst Solutions
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Team Leader - Customer Service - BPO (4-8 yrs)
- Understand the Customer Care Business and Identify relevant KPIs
- Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment
- Ability to strategically manage operational responsibilities than just "getting the job done
- Develops the team and then establish & monitors the processes which best utilize team talents for the purpose of meeting goals
- Handle escalated customer service issues either through direct personal action or refer to the proper individual/department
- Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develop process or service improvements plans and recommend to Customer Service Manager.
- Responsible for recruiting right talent and developing CS Leads with potential to become people leaders.
- Administer annual reviews and performance improvement plans
- Participate and significantly influence functional strategy
- Leads projects within the team to achieve milestones and objectives