Customer Care Team Lead (inbound)

Responsibilities

Team Management:

• Supervise, mentor, and support a team of inbound customer care agents.
• Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours.
• Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion.

Performance Monitoring:

• Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, Lead Generation, Call Coding and loan issuances).
• Provide regular feedback and performance reviews to team members.
• Develop performance improvement plans for underperforming staff and recognize high achievers.

Customer Experience Enhancement:

• Monitor and assess calls to ensure adherence to quality standards and policies.
• Ensure customer complaints are escalated to the customer success team to ensure proper resolution.
• Identify trends in customer issues and recommend process improvements.

Training & Development:

• Train new team members and provide ongoing coaching to enhance skills and product knowledge.
• Ensure to update the team timely on changes occuring within the company to ensure good information flow.

Operational Efficiency:

• Develop and implement strategies to improve efficiency and reduce customer wait times.
• Monitor and manage workflows, ensuring calls are handled promptly and effectively.
• Utilize ERP and Re-dash to track team activities and generate insights for decision-making.

Reporting:

• Prepare daily, weekly, and monthly reports on team performance and customer feedback.
• Provide insights and recommendations to management based on analysis of operational data

Requirements

• Must have a degree or diploma in Business Administration or any other relevant related field.
• At least one-year Previous relevant experience in Logbook and Dispatch would be an added advantage.
• Strong analytical and problem-solving skills.
• Excellent knowledge of record keeping.
• Ability to adapt quickly and work independently.
• Must be fluency in English and Kiswahili.
• Must have a high degree of integrity and loyalty.