CC Team Leader

Asiacell Communications

Manages, supervises, and coaches a team of agents by establishing goals, measuring performance, and providing leadership development to achieve high performance, guest satisfaction, and employee satisfaction.

Meet or exceed service level objectives for guest satisfaction, response time, and extending the speak and tone of the brand within responses.

Develop and manage social media response strategies in advance of product launches and unplanned social topics relative to our business and report on trends and themes.

Ensure best practices are being upheld, as well as staying up to date on emerging practices.

Train team members for onboarding as well as implementing new strategies.

Establish strong partnerships and collaborate with leaders in Workforce Management, Training, Marketing, PR, Legal, and others to align on response practices

Responsibilities:

Leading teams of CC Agents, the Team Leader is responsible for the day-to-day operations of the Calls and social media response team by managing and developing a team of agents to respond effectively and promptly to our guest across all contact channels including social medial platforms and traditional contact channels.

Monitoring the attendance of the Agents.

Circulate the new procedures and instructions.

Sending e-mail to WFM to set a 15-minute time to giving feedback to the agents.

Sending e-mails to the concerned department for solving customer issue if can t be solved by us.

Sending e-mail to training team for correction of mistakes in the short code.

Sending dispute e-mail for the quality of the feedback mistake.

Skills:

Computer Skills (Office, especially PowerPoint), social media channels

Language Skills (English and Arabic and Kurdish)

Communication Skills & Leadership Skills

Problem Solving Skills