Team Leader
LTVplus
Lagos, LA, Nigeria
3h ago

About LTVplus

LTVplus helps e-commerce brands grow internationally by building outsourced customer experience teams in any time zone and language.

Our mission : ridding the world of bad customer experiences. We understand the success of a business depends not only on the success of its customers but also its team members.

Our team members are distributed across the globe to tap into the different skillsets and languages as we do not believe in limiting opportunities.

We are looking for a Team Leader to be part of our growing team!

Roles :

  • Daily Operations - Team leaders are hands-on leaders. They make sure correct procedures are followed and routinely provide directions on what to do and how to improve.
  • Subject Matter Experts - Team leaders should be knowledgeable of all the LOBs they support. Always ready to take over in case an issue in staffing occurs or an escalation arises.
  • Motivation - Responding to customer concerns can be challenging or monotonous at times. Team leaders should be able to encourage agents to take their roles seriously and work hard to build a loyal customer base.
  • They set goals for them to achieve as a way to spur performance and to measure effectiveness.

  • Training and Evaluation - Team leaders are expected to have a firm grasp of what their campaign / account wants and needs.
  • They are also expected to set team members up to speed on duties and expectations, as well as product updates.

  • Performance Management - Team leaders monitor how both their team and its individual agents are performing. They think of ways to increase productivity and customer satisfaction.
  • Their observations may be documented in written reports.

    Responsibilities :

  • Manage and communicate team performance to the CS team.
  • Complete a minimum of 4 QA evaluation for each agent per month
  • Enlighten agents by providing new product updates and directions.
  • Complete a minimum of 4 documented coaching sessions for each agent per month
  • Be a point of contact for clients if the CSM is not around
  • Communicate training needs to the Training Team
  • Ad-hoc tasks, relating to the role
  • Please attach your CV in English and apply via Manatal

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