Team Leader @ Js Consultancy

Job Description

Under limited supervision, the Team Leader Client Success Team oversees a team of Client Success Specialists who provide direct production support to Sincro customers (internal and external) using our tools and systems. This role will manage customer website change requests, workflows, and escalations to timely completion and assist in root cause analysis and solutions. The role will help ensure appropriate scheduling and proactive planning to ensure appropriate coverage is in place at all times to meet customer expectations and achieve customer SLAs. Conduct scheduled team meetings and individual coaching and development sessions with employees. Responsible for team and individual training and development to ensure core competencies are achieved. Interact effectively with peers to ensure team is represented for new product rollouts and other key initiatives. Work toward the good of the entire team through continuous communication and involvement and by integrating projects and. activities. Manage and Coach team of Client Success Specialists to effectively resolve website change requests in a timely manner, with high quality. Manage customer escalations to completion and drive root cause analysis and solutions. Responsible for team and individual training, and communication of updates to all team members Assist in interview and hiring decisions Manage projects as assigned Takes the unpopular stand to challenge the status quo, but support the unified decision of the management team Provide timely and effective communication Portrays a professional persona with internal and external clients Provides regular associate career and job coaching and is responsible for writing associates annual appraisals Performs quality reviews Manages to metrics and takes actions based on results Facilitates the acceptance of change in the workplace Supports professional growth for all associates Assists in maintaining high level customer satisfaction through daily review and follow-up on surveys Interacts with peers on projects that may have an impact on the department Act as the manager on call for rotating weekend support shifts, as needed

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Customer Service (Domestic)Customer Care Executive (Call Centre)
Functional Area: Not Applicable
Role/Responsibilies: Team Leader

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Keyskills:   Team Management Customer Support Root Cause Analysis Training Development Project Management Communication Quality Assurance Change Management Client Success