Team Leader - operationsRegalix India Private Limited

Manage the day to-day planning and operations of the team to meet the required service level components, standards and targets, to ensure delivery of a consistently superior customer experience. Team Leader - Operations Position : Team Leader - Operations Experience level : Minimum 4-6 yrs Regalix is an award-winning Customer Success company. We provide the world s leading companies with expert, technology-enabled solutions and best-practice processes proven to acquire, grow and retain revenue from customers. With a holistic approach to the entire revenue lifecycle, Regalix s solutions help companies drive customer acquisition, adoption, expansion and renewal. Role : Team Leader - Operations Client : A leading North American luxury and streetwear retailer Job Description : Manage the day to-day planning and operations of the team to meet the required service level components, standards and targets, to ensure delivery of a consistently superior customer experience Duties : Team Management, Performance Management, Operational Management, Hiring, Coaching and Mentoring, Leadership, Leave and Attrition Management Responsibilities : Performance Management: Delivery of service level components, quality and productivity targets & indicators for particular market Monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Being a focal point of dissemination of information for internal and external clients Operational Management: Managing the floor, adherence to schedule. Ensure optimal productivity and utilization of resources Oversee and review escalations and the escalations process Ownership and problem resolution Leave Management: Ensuring that the team is adequately staffed to handle projected volumes for the day / week / month Reporting - timely and accurate Maintain employee performance records; track and report on performance outcomes Team motivation Provide team leadership and coaching Provide recommendations for process development based on customer feedback and analysis of the same. Actively involved in hiring and training of reps Ensure strict adherence to policies, processes, compliance guidelines Upskill / groom team members Relationship Management: Build sustaining and productive relationships with customers and stakeholders Build strong relationship with customers Maintain track of all pending/open items (internal and external) and ensure closure of the same in a timely and appropriate manner Key Competencies: Driving For Results: Challenging, pushing the organization and themselves to excel and achieve. Customer Success: Doing the right thing for customers. Team Leadership: Leading others to accomplish team goals and objectives. Motivating Others: Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job. Coaching And Developing Others: Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth. Planning And Organizing: Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. Conflict Management: Managing conflict between people and effectively resolving sensitive issues. Decision Making: Making good decisions in a timely and confident manner Interpersonal Communication: Communicating clearly and effectively with people inside and outside of the organization. Business Acumen: Understanding general business and financial concepts, understanding the company's business, and using both general and specific knowledge to be effective. Requirements : Bachelor s degree, preferably in Fashion, Communications, Administration, Business, Arts, History or other related fields Minimum of 2 years relevant Team Leader experience managing a customer service / support team Minimum Lean / Six Sigma Greenbelt certified Excellent written and verbal communication skills in both English and Japanese, other languages an asset Skilled using Microsoft Office (Excel, Word and PowerPoint) Available to work varying shifts from Sunday to Thursday between 6pm and 3am (evening premium after 8 pm) Available to work 40 hours per week Work Location : Manila
Monster

Metro Manila
Permanent
Full-time