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Career at EarthLink
We are approaching our vision to be pioneers and innovators of Internet services and technology solutions for the future. Moreover, about to achieve our mission by providing fast, flexible and accurate services to businesses, and leading our customers through changing technology world
We are looking for talented people to be part of our team and go along with our challenging journey.
Want to know more about EarthLink? See how we roll Life Inside Earthlink
Contact Center Team Leader
Customer Care
Baghdad Governorate
Description
- Understand and participate in the development of Customer Care Strategy and plans and participate in the achievement of objectives and targets.
- Ensure that the team is always well staffed to properly handle the customers’ inquiries according to business needs and peak times to ensure readiness and availability.
- Deliver on-the-job training as needed to enhance team capabilities and skills.
- Monitor overall quality of services provided / queuing system and interfere when needed to maintain consistency and efficiency of customer facing activities.
- Conduct regular meetings with team to monitor their performance to ensure efficiency of work.
- Ensure the implementation of proper preventive / corrective actions / improvement initiatives with Operational Excellence to increase customers’ satisfaction.
- Review periodic reports submitted by subordinates and provide feedback and recommendations for improvements.
- Provide support to subordinates, motivate, and participate in their appraisals for the efficient use of human resources.
- Implement and suggest improvements to Customer Care Department policies and procedures.
- analyzing customer experience dashboard in order endorse improvements and ensure implementation of corrective actions.
- Act as a focal point with other departments to solve escalated requests and ensure on time response.
- Monitor KPIs measurement and dashboard implementation / analyse different types of reports to assess performance and suggest improvements.
- Schedule shifts and align absences/holidays in the overall work plan.
- Define performance metrics, review team performance against these metrics.
- Identify training needs and plan related training programs.
- Monitor service levels and KPIs on a real-time basis and ensure proper resolution.
- Establish team direction, work priorities and staff focus providing leadership in execution.
- Provide input to the annual business plan for the department related to Contact Center initiatives and objectives.
- Maintain daily/weekly/monthly reports regarding activity and status of open requests and problems.
- Responsible for achieving target customer satisfaction levels.
- Ensure answering all calls by the team to avoid abandoned calls.
- Monitor the abandoned calls and produce reports to ensure solutions are generated and suggestions are routed to the appropriate department.
- Monitor the answered calls and check call center calls statistic.
- Implement and ensure adherence of all processes to company policies, procedures, and guidelines.
- Ensure that the percentage of customer complaints resolved is maximized in minimum iterations.
- Monitor reasons for complaints and take improvement measures.
- Monitor employee’s performance with customers and provide feedback if they deliver wrong info.
- Handle the calls that the employees can’t handle it and check with the department on solutions.
- Ensure optimum productivity & engagement levels among Team while ensuring service SLA is met.
- Provide direction to the team towards effective problem resolution.
- Monitoring workload balance, driving escalations.
Requirements
Bachelor of Science in Computer/Telecom/Electrical Engineering or related.
