Customer Care Representative at Tala (formerly InVenture)

Job Description

• Will be responsible for; effectively managing, coaching and motivating agents to meet individual, team and business
• Key Performance Indicators by carrying out responsibilities in the areas of Customer Experience, Orientation;
• Performance Management; Quality Assurance;
• The Customer Service Team Lead will also do Reporting;
• Administrative duties; and Attendance management.

Responsibilities:

• Manage a team of 10-12 customer service staff
• Achieve First Reply Time, Full Resolution Time, CSAT and Quality set expectations
• Manage team shifts planning, time off, raining, growth plans, annual leave plans and overtime.
• Daily, Weekly and Monthly reporting on agent and team performance 
• Work with senior agents to manage escalations within defined timelines
• Conduct periodic coaching sessions with agents as scheduled
• Work with the Customer Service Director to achieve consistency across teams, by building awareness of team strengths and development needs.

Qualifications:

Experience:

• Minimum 3-4 years work experience; with 2 years experience in a leadership position ·
  Proficient in MS Office Suite – MS Word, MS Excel and Powerpoint
• Good understanding of Performance Management Programme
• Excellent Coaching Skills & previous experience in leading teams
• Demonstrated exceptional Customer Service Skills
• Experience with ticketing management systems (ex. Salesforce, Zendesk, etc.)
• Experience with or awareness of industry’s latest technology trends and applications (e.g. live chat technology)
• Experience working with an international, distributed team.

Key competencies and attributes:

• Ability to maintain confidentiality of information
• Good interpersonal; communication skills and coaching skills
• Excellent organizational skills
• Attention to detail, good numerical skills
• Ability to work in a strict deadline driven environment
• Maintains healthy team dynamics through well developed conflict management skills
• Recognizes and acknowledges team and individual performance
• Open minded and flexible approach to adapt to changing processes; and job requirements