Team Lead - Digital (Customer Services)
Job Description
Title: Team Lead - Digital (Customer Services)
Company Name: Daraz Bangladesh Limited
Vacancy: Not specific
Job Location: Dhaka (Dhanmondi)
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Call Centre Supervision/ Management, Team Leading
Experience Requirements:
∎ 3 to 4 year(s)
∎ The applicants should have experience in the following area(s):
Call Center, Customer Service
Job Responsibilities:
∎ Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs).
∎ Preparing reports for your Line Manager on performance against these KPIs.
∎ Ongoing coaching and development of your team.
∎ Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout.
∎ Floor supervision: Answering representative's questions, guiding them through difficult issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
∎ RCM: Checking replies of email/Chat/social wall and giving feedback to Agents on how they can improve.
∎ Identifying and addressing any people issues, and being a pillar of support for team members.
∎ Attending huddles. Having "huddles"with the agents. Preparing Rosters. Making Mystery Chats. Managing overtime.
∎ Completing tasks, assigned by the superiors.
Additional Requirements:
∎ Both males and females are allowed to apply
∎ Minimum 3 to 4 years of working experience in reverent field (Working experiences in leading call center operations).
∎ Excellent communications skills in English and Bangla.
∎ Strong leadership & people management skills.
∎ Proficient in Microsoft excel & power point.
∎ Demonstrated ability to operate both strategically and tactically in a high-pressure environment.
∎ Able to work with cross-functional teams to drive clear output, and to influence without authority;
∎ Highly adaptable to quick changing environment
Salary: Negotiable
Compensation & Other Benefits:
∎ As per company policy
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 18 Feb 2022
Company Information:
∎ 8 Feb 2022
∎ Daraz Bangladesh Limited
∎ Address : Asfia Tower, House 76, Road 11, Block E, Banani, Dhaka
∎ Web : https://www.daraz.com.bd/?gclid=CNTp2Jnwk9ICFQGhaA
∎ Business : Daraz is the leading online marketplace in South Asia, empowering tens of thousands of sellers to connect with millions of customers. Daraz provides immediate and easy access to 10 million products in more than 100+ categories and delivers more than 2 million packages every month to all corners of its countries. Daraz is a mall, a marketplace and a community for its customers. It is also a university for entrepreneurs, and every month it educates more than 5,000 new sellers on e-commerce operations. To overcome the logistics challenge in its markets, Daraz has built its own logistics company specifically designed for e-commerce operations - Daraz Express (known as DEX) - to raise the standards for the industry. Daraz is also helping existing and new logistics providers digitize. In 2018, Daraz was acquired by Alibaba Group, and is proud to carry its part of the mission to `make it easy to do business anywhere in the era of the digital economy`. As part of the Alibaba ecosystem, Daraz is leveraging Alibaba’s global leadership and experience in technology, online commerce, mobile payments and logistics to drive growth in its markets.
Category: Customer Support/Call Centre
:
Source: bdjobs.com
Deadline Expired on 18th Feb 2022
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