Customer Care Team Leader at LollyBet

Requirements

• Proven experience of Customer Service and/or Call Center in the Gaming Industry for 2 years.
• Team Management experience.
• Enthusiasm and aptitude for Customer Care, Retention and Quality.
• Strong leadership, communication and negotiation skills
• Excellent problem resolution, communication, leadership and interpersonal skills.
• Ability to communicate effectively on an individual and group basis
• Ability to train and motivate employees and evaluate their performance.
• Should be a team player and very flexible to work in a dynamic and often hectic environment.
• Ability to work under pressure.
• Innovative thinker, able to work on own initiative.
• Strong organizational skills.
• Presentation and training skills.
• Ability to multitask.
• Excellent written and verbal communication skills.
• Working knowledge of MS Office applications and Telephone Systems.
• Proficient in Swahili and English.
• High School diploma; College Degree and taken courses, BSc/Ba is a plus.
• Between 26 to 35 years old.
• Male and Female.
• Residence in Nairobi.
• No criminal record.

Summary

We are looking for an enthusiastic Customer Care Team Leaders to supervise the team, support the work of the Customer Care Representatives and take his/her part as a team player to deliver the high-quality professional services in accordance with the general best practices of Customer Service who assists the Department Head in the set up Quality Procedures & Processes.

Team Leader will monitor the performance of the Customer Care Team and deliver training accordingly.

Job Responsibilities

• To provide day to day supervision and management of directly assigned CC Team.
• Ensure that CCRs have a clear understanding of performance expectations.
• Ensure that CCRs are properly trained about the company’s services and the relevant TM Campaigns.
• Ensure CCRs have the tools they need to perform at high level of productivity.
• Act as main point of reference for the team for queries and escalation.
• Under the supervision of Department Head, monitor individual and team metrics (by listening to calls and following system reports) keeping record in a consistent and systematic way.
• Manage the team of employees dedicated to handling questions and concerns from clients who purchase a company’s services. Ensure staff members know how to respond to inquiries in line with the organization’s policies while maintaining positive relationships with the customer base.
• Make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, Customer Care Team Leaders may step in, offer advice or authorize a special adjustment.
• Happy Clients enhance a company’s reputation. Encourage their team members to take their positions seriously and work hard to build a loyal customer base. If problems exist between employees, rectifies the situation before it affects workplace culture.
• Monitor how both groups and individual employees are performing. Think of ways to increase productivity and Customer Satisfaction.
• Escalate any individual or team issues to the Department Head.
• Provide training to new staff members.
• Create training materials for future reference of current staff and future members.
• Identify training needs among the team and providing it accordingly.
• Conduct call-coaching training sessions.
• To supervise CCRs to ensure goals are achieved
• Identify training and other needs and expectation through regular individual and team meetings.
• Address under performance amongst the team members.
• Motivate and challenge the team with enthusiastic manners and a positive approach.
• Promote teamwork and cooperation.
• Managing the performance of others seriously but tactfully.
• Ask CC staff for input on how to increase productivity and better serve clients.
• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to CCR for use as required.
• Exhibiting patience in order to appease the most difficult clients.
• Communicating clearly with team members so that they are on the same page in regards to handling situations.
• Following through on inquiries and projects to ensure completion.
• Answer CCRs queries in a timely manner.
• Communicate New Campaigns and appeals to ensure they are fully briefed.
• Monitor random calls filling in quality forms with agreed KPIs and keep records in a consistent and systematic way.
• Prepares and directs scheduling, monitors agents’ attendance, schedules shifts & breaks as necessary.
• Work closely with Department Head.
• Documents, compile and make reports to the Department Head on the current state of affairs.
• Performs other similar or related duties, as and when assigned by the Department Head