Customer Service Team Leader

21 سبتمبر، 2022

0 2 2 دقائق

Job Description

JOB DESCRIPTION
6THSTREET.COMis a one-stop shop for style-conscious women, men and kids in the UAE, KSA and Kuwait. The fashion-savvy destination offers collections from over 150 international fashion brands such as Dune London, ALDO, Naturalizer, Nine West, Charles & Keith, New Balance, Crocs, Birkenstock, Skechers, Levi's, Aeropostale, Garage, Nike, Adidas Originals, Rituals, and many more. The online fashion platform also provides free delivery, free returns, cash on delivery and the option for click and collect
Summary:
We are looking for highly motivated, enthusiastic QA Team Lead who can thrive in a fast-paced, dynamic environment where they work cooperatively with teams. Establish a challenging and inspiring atmosphere , reviewing schedules and plans, mitigating risks, testing quality in phases, updating management, and ensuring that the customer service team is right on track
Job Requirements:

Monitors evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat, email, and social media.
Reports results of evaluations to CC manager
Participates in calibration sessions/call listening sessions with CC Management to ensure scoring consistency and best practices.
Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
Maintains strong program knowledge base basic understanding of 6th street services.
Makes recommendations for enhancements to training, processes, or other areas to improve performance, remove customer effort, and enhance the overall employees and customers experience.
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
Prepare reports capturing service quality trends and variances for the team/department.
Analyze all customer service metrics (e.g. CSAT, FCR) and how the support team's performance affects those KPIs.
Map the need for training and onboarding programs and initiate these projects.

Requirements

Should have outstanding customer service skills, dedication, and commitment to providing exceptional customer care to the program assigned, well-organized are able to listen intently and demonstrate understanding.
3+ years experience in a contact center environment with at least 2 years as a Quality reviewer, monitoring calls and providing feedback
A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
Strong Communication and Interpersonal skills.
Passion for management and review of all quality issues including training, customer service, communication, workflow, reporting, SLA's, coaching, appraisals, etc.
Flexible to work in any schedule, nights, days, and weekends with varying shifts or when covering another Quality Analyst as back-up.
Empathetic approach and mindset.
Genuine curiosity and desire to understand and to know why.
Proficiency with technology, especially computers, software applications, and phone systems.
Comfortable in working with individuals and team/s remotely.
Excellent computer skills, including but not limited to MS Office and G Suite
Ability to develop in a dynamic and innovative environment

Benefits:
A Full-time role Competitive salary + bonus Company employee discounts across all brands Medical & health insurance Collaborative work environment Good vibes work culture.
If you are looking to expand your career then send us your profile!
We look forward to hearing from you.