Customer Service Team Leader
UAE, United Arab Emirates
Job Description
6
THSTREET.COM is 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 S ummary: W e 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 J ob Requirements: M
- onitors evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat, email, and social media. R
- eports results of evaluations to CC manager P
- articipates in calibration sessions/call listening sessions with CC Management to ensure scoring consistency and best practices. P
- articipates 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. M
- aintains strong program knowledge base; basic understanding of 6th street services. M
- akes recommendations for enhancements to training, processes, or other areas to improve performance, remove customer effort, and enhance the overall employees' and customers' experience. M
- eet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.). P
- repare reports capturing service quality trends and variances for the team/department. A
- nalyze all customer service metrics (e.g. CSAT, FCR) and how the support team's performance affects those KPIs. M
- ap the need for training and onboarding programs and initiate these projects. R
- hould 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). S
- trong Communication and Interpersonal skills. P
- assion for management and review of all quality issues including training, customer service, communication, workflow, reporting, SLA's, coaching, appraisals, etc. F
- lexible to work in any schedule, nights, days, and weekends with varying shifts or when covering another Quality Analyst as back-up. E
- mpathetic approach and mindset. G
- enuine curiosity and desire to understand and to know why. P
- roficiency with technology, especially computers, software applications, and phone systems. C
- omfortable in working with individuals and team/s remotely. E
- xcellent computer skills, including but not limited to MS Office and G Suite A
- bility to develop in a dynamic and innovative environment B
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Job Detail
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Job IdJD1454921
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned