About the role:

• We are looking for a Customer-Centric Individual with strong leadership skills that can provide world-class customer experiences and offer a deep understanding of what drives and influences success in customer satisfaction. You will report directly to the CEO.
• The ideal candidate is someone who thrives in a fast-paced environment and is passionate about being a customer advocate and a trusted strategic partner. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and reduced operational losses.

Main Responsibilities:
Day-to-day:

• Lead and manage a team of up to 10 agents, including in-house and outsourced employees
• Manage workflow, escalations and effectively delegate workload across the team
• Maintain and improve day to day operations
• Identify and resolve problems raised by agents
• Track employees’ performance, and attendance
• Generate reports and optimize operational metrics such as CSAT, SLA, TAT, productivity, etc.
• Solve complex customer service issues and proactively prevent negative service trends
• Proactively inform and keep CEO in the loop on statuses of major crises and urgent matters

Quality assessment/review:

• Design quality assessment scorecards & processes
• Implement quality assessment on all agents on a weekly/monthly basis.
• Monitor and improve customer inquiry resolution quality
• Create development plans for agents with low-quality scores
• Identify and eliminate root cause barriers to accuracy, productivity, and quality

Customer satisfaction management:

• Ensure core satisfaction metrics are measured and analyzed on a regular basis
• Collect customer insights from various channels and provide feedback to responsible departments

Risk management:

• Detect, measure, and analyze operational risks
• Create risk reports and provide insights for other business stakeholders and CEO
• Hold risk meetings with responsible teams or stakeholders to discuss preventative actions for minimizing losses
• Long term: design reports and work with engineering to build risk monitoring dashboard as needed

Team management:

• Evaluate performance of the team on a regular basis
• Develop, coach, and support individuals at all stages of their career
• Interview, onboard and train new employees
• Plan, assign and direct work;
• Reward and discipline employees;
• Provide effective conflict resolution
• Design and carry out employee training programs based on market trends, and business needs.
• Ensure team culture is in line with the vision, mission and core values of the company.