Contact Center Team Lead

My client who is a strong start-up within the SaaS space. I'm looking for someone who has experience leading a 24/7 contact team. Must have team leadership skills in a contact centre environment.

Lead role:

• Implement and operate a 24-7 Global Contact Centre and team to resolve customer issues.
• Setting up and documentation of processes (SOP), tools, systems, knowledgebase, reporting,
• ensuring smooth operational of 24-7
• Training, coaching, and leading all the representatives as they provide support for customers
• Reporting and analysing contact centre data to improve processes, ensure resources are
• properly allocated, and maximize efficiency and customer satisfaction.
• Participating in the Security Risk Go To Market Process.
• Effectively lead allocation considering the performance of each CCA under different products
• and business source hence optimizing overall team performance
• Do manpower planning in line with call volume and calling capacity
• Schedule and roster contact centre team considering call arrival pattern and shrinkage
• Monthly/quarterly presentation (including KPI) to the higher management on the contact
• centre performance and issues.

Representative Role:

• Be the first point of contact for all our clients by using an omnichannel CRM (unifying phone calls, live chats, social media, emails etc, all into one platform)
• Experience in or willing to handle an Omnichannel Customer Service and Technical Support, utilizing tools.
• Create and manage tickets for new issues, follow-through (including escalation procedures) till resolution and closing tickets. Include coordinating with various departments like QA,
• Customer Success, Marketing to ensure the flow of information in and out via the contact centre
• Support application troubleshooting and liaise with relevant internal functions to resolve issues.
• Making basic recommendations for products or services that may better suit customer needs (or redirecting to customer success manager or various market representative).
• Engaging with the customer to learn about and address their needs, complaints, or other issues with products or services (general or technical nature).
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers (or live chatting), confirming or clarifying information and diffusing angry customer, as needed.
• Building lasting relationships with customer and other contact centre team members based on trust and reliability.
• Understanding and striving to meet or exceed contact centre metrics (KPIs) while providing excellent consistent customer service and technical support.
• Taking part in training and other learning opportunities to expand knowledge of company, values and products.
• While performing SOP, be proactive in recommending improvements in procedures that will increase the efficiency in operating the Contact Centre

Job Requirements

• Minimum of 5-7 years’ of technical experience working in a multi-channel Contact Centre
• Good technical skills with hands-on experience in technical support and incident management.
• Matured, Independent and possessed strong problem-solving skills
• Proven ownership of SOP and team management
• Familiar with CRM tools
• Good interpersonal skills (verbal and written) and enjoy interacting with clients/customers on a day to day basis
• Customer service orientation individual with a passion to help or serve other
• Proven ability to build and maintain strong relationships with people at all levels of a business
• Able to work on shift timing and a good leader and team player