Job Description

Introduction

Senior Team Lead is a team management. This position will manage team performance and customer problem solving. The Senior Team Lead will plan and do action plans to achieve the target assigned from the client and BPO.

Key skills and experience

• Bachelor's degree in Business Administration, Management, or a related field;
• A minimum of 2 years of experience in the customer service department or related field;
• Strong leadership and team management skills;
• Effective communication and interpersonal skills;
• Knowledge of relevant software and tools for office management;
• Adaptability and problem-solving skills;
• Good command in English and Lao (spoken and written);
• Good planning and analysis skill;
• Critical thinking skill.

Responsibility

• Lead and mentor a team of Team Leads and customer service agents in an inbound contact center environment;
• Monitor and evaluate Team Leads and agents performance, identifying errors and providing corrective feedback;
• Conduct regular coaching sessions with Team Leads to enhance leadership skills and address performance gaps;
• Analyze common issues faced by the team and develop strategies to improve efficiency and customer satisfaction;
• Ensure that Team Leads and agents understand and adhere to standard operating procedures (SOPs) and company policies;
• Utilize data analytics to identify performance trends, find efficiencies, and drive continuous improvement;
• Collaborate with other senior leaders to optimize processes and achieve key performance indicators (KPIs);
• Respond promptly to internal and external requests, demonstrating excellent communication skills;
• Generate reports as per client requirements, providing insights and recommendations for process enhancements.