Customer Service Team Leader

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Company name: Fitchr
Location: Manama, Bahrain
Salary: withheld by employer

Responsibilities:
– Assist the manager with daily operations and include the development, analysis, and implementation of staffing, training and scheduling of employees
– Provide daily direction and communication to employees so that customers are assisted in a timely, efficient and knowledgeable manner
– Provides continual evaluation of processes and procedures in accordance with trained Standard Operating Procedures (SOPs)
– Responsible for suggesting methods to improve area of operations, efficiency and service
– Responds to and resolves employee relation issues expressed by team members
– Creates and maintains a high-quality work environment so that team members are motivated to perform at their highest level
– Carry out debriefs of all staff and ensure that paperwork is accurately completed
– Assign work to staff as required to support the workflow and daily metrics
– Own the total tracking, trending and reporting of departmental metrics
– Step in to attend the escalations from customers and resolve their complaints, when necessary
– Be able and willing to work in flexible schedules/shifts and commit the time required to get the job done

Requirements:

– 2+ years’ experience as a Team leader in customer service
– Proficient in MS Office especially in MS Excel
– Analytical abilities and problem-solving skills
– Excellent communication and leadership skills
– Organizational and time management skills
– Customer service skills
– Willingness to train and learn new skills
– Experience in coaching and mentoring others to succeed
– In-depth knowledge of performance metrics

Benefits

– On-job-training
– Competitive Pay

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