Senior Team Lead at Webhelp

Webhelp creates game-changing customer journeys. As your global CX BPO partner, we design, deliver, and optimize unforgettable human experiences for today’s digital world.

Description

• As this is a crucial leadership position, where you will first be taught our core values and trained on the importance of our Think Human approach. Likewise, you will have a great influence on your own team and their growth.
• You will learn new processes and concepts, collaborate with cross-functional teams, and work with some of the most innovative technologies on the market.
• What you will learn with us will make you a valuable leader of our team or any other team.
• As Senior Team Leader, you will build a strong independent team focused on providing top-tier customer experience.

As a Senior Team Leader in our project, you will:

• Ensure a high level of customer satisfaction to acquire comprehensive knowledge and continuously develop it
• Supervise multichannel interactions (voice, back-office, fax, and chat) to ensure a consistent customer experience
• Responsible of the effective integration of directives, policies, and procedures throughout the operational teams
• Monitor activity queues to ensure the achievement of service-level metrics
• Plays a critical role in motivating, encouraging, and supporting the associates to perform in the best way possible in accordance with their highest standards, whilst encouraging independence and innovation.
• Identify talent within your team and encourage and support development.
• Liaison with clients, developing positive relationships and maintaining these to deliver against client and company requirements

Whom we’d like to have on our team

• We’d like to meet people from all backgrounds, with a penchant for knowledge and curiosity. Your natural talent to help and inspire others through example and by going the extra mile will fit right in with what we do at Webhelp.

We’ll be a great match if you:

• Have 2-5 years of people management experience
• Have previous experience in contact centre environment
• Ability to analyse the team’s performance in accordance with a contact centre’s matrices
• Ability to develop corrective action plans to improve the team’s performance
• Lead, resolve conflict, influence, and motivate others
• Coach & train in accordance with training material provided by the client
• Provide direction to utilize appropriate tools/resources for handling customers’ questions
• Experience in consistently achieving KPIs and Company

It would be a plus if you:

• Have familiarity with network applications, Internet content, error detection, and troubleshooting
• Share our values of commitment, unity, integrity, recognition, and WOW