Customer Care Team Lead

The Team Leader in the Contact Center plays a crucial role in ensuring the efficiency and productivity of the team by organizing the team's work, setting motivating goals, delegating tasks, and monitoring the performance of each team member individually.

Key Responsibilities:

• Ensuring the achievement of team and individual goals, taking into account quality, productivity, and efficiency.
• Regularly reporting on the results of the Contact Center's work.
• Managing the team and their individual development, including all HR-related matters (vacation days, free days, and other absences).
• Monitoring and evaluating agent calls and written requests, coaching, and providing guidance through coaching/feedback/workshop models.
• Regularly updating Contact Center Work Procedures and Instructions, ensuring the availability of all materials for front-line work.
• Building team spirit.
• Demonstrating flexibility in tasks, including responding to user requests both verbally and in writing.
• Improving the voice response system and chat platform.
• Close cooperation with team members to resolve customer requests/increase work quality and efficiency by providing product and process development recommendations based on user or employee feedback.
• Representing the interests of customers and their satisfaction through cooperation with all teams in the company.
• Monitoring trends in the area of service delivery quality in the Contact Center.
• Reference: LMir767BUQT3IaUPGxjHTrLnkDA3BEQjwmKhUxgCmxw.

What we expect from you:

• Preferably a higher education degree.
• Knowledge of English (B1/B2 level).
• Proficiency in MS Office.
• Excellent organizational and communication skills.
• Passion for delivering exceptional customer experience.
• Willingness and ability to take on a high level of responsibility.
• Positive attitude and excellent interpersonal skills, along with leadership and motivation abilities.

What we offer:

• The opportunity to work on a complex and scalable product from the very beginning.
• A fast-growing, corporate startup environment.
• A competitive compensation package.
• Private health insurance.

At Ananas, we believe that every great endeavor starts from the letter A. Therefore, Apply and join us on this exciting journey! 

Thank you for your interest in joining Ananas. We will carefully review all applications, and only shortlisted candidates will be contacted.