Role Purpose
The role of a customer service team leader is to lead the frontline customer service representatives who manage 24/7 customer interactions across an omni-channel operation – Voice, Email, Chat, Chatbot & Social channels of support in the Americas.
The candidate is responsible to ensure effective team management, focus on performance management, consistency of operations, constantly looking for opportunities to improve customer experience & maintain strong relationships with our internal and external business partners. It's critical for the candidate to have a keen eye for detail & drive continuous improvement using actionable insights from day-to-day operations.
The candidate needs to play a key role in building an open & approachable culture in the business, with a constant endeavour to achieve the organisational strategic objectives in alignment with collaborators. This role is accountable for maintaining connectivity with parent businesses and shares procedures in the team and with partners.
Key Accountabilities
- Lead the team to ensure safe and silent run for the team's processes. Ensure the activity is being carried out in a well-controlled, timely, and accurate manner and in line with the expectations of our customers
- Manage deadlines and ensure that all activities that directly affect internal or external customer relationships or the outputs of the operational teams are of the highest quality
- Understanding the relevant procedures and processes for the relevant businesses, as well as the internal processes
- Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
- Conduct half yearly and annual appraisals with direct reports
- Organise monthly team meetings with direct reports
- Proactively develop the skills, competencies and knowledge of Customer Service team members
- Develop a team environment that supports continuous improvements & promotes the growth mindset
- Provide first level customer concern for any issues raised by the team
- Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
- Work closely with other team leaders within the business and FBT to ensure that overall operational objectives are met, ideas shared and lessons learnt
- Adhering with the tasks outlined in the EMS/QMS Systems
- Serve as single point of accountability for any projects or change requests from the business or enabling teams and manage and assess risks and impacts to the processes as well as resourcing
- Develop and maintain sound working relationships with key collaborators, customers and external service providers
- Develop and control processes and procedures to the company standards
- Serve as a cross functional liaison to share guidelines across the FBT and other areas of our business
- Collaborate with business partners as a SME to adequately support any new business or quickly react to supply disruption
- Deliver quality and cost-effective accounting and control to our customers by using technology, guidelines, and identifying and implementing continuous improvement opportunities with data-driven measurement to strengthen trust and confidence in personal delivery and the overall delivery of the FBT agenda
- Carry out people management responsibilities in accordance with the organization's policies and applicable laws, including planning, assigning and advising work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Provide support as vital to ensure all team members are follows HSSE policies and procedures
Accountabilities
- Constantly scans for improvement opportunities and implements transformative solutions that solve our most ambitious and complex problems.
- Moves at a high pace while collaborating, managing risks, communicating, thinking globally and while demonstrating BP's values, behaviours and approaches.
- Continuously promotes Agile methodology through both adopting agile principles and actively championing agile at every opportunity.
- Thinks Digital Delivery first through apply deep digital expertise to problems, through understanding and promoting automation and through analysing data to create breakthrough solutions.
- Builds capability through inspiring teams to learn new skills, adopt new practices and seek growth opportunities.
Key Challenges
- People management & SLA adherence is a de-facto success criterion
- Core success is measured when the candidate can additionally deliver on:
- End-to-end customer experience improvement
- Optimise & standardise processes
- Deliver true cost benefits back to the business
Any Other Relevant Information (Particular reference to planning (nature and impact), scope of impact (Team, BU, Segment, BP globally etc.)
- Foster Effective Teamwork and Collaboration - Understands the organization and knows how to work across organizational boundaries; Engenders trust and builds positive and collaborative relationships; Leads by example with positive team behaviours; Identifies key collaborators and successfully engages them
- Personal Effectiveness – Effective communicator; time management; listening and facilitation
- Team working – Build team spirit; flexible and adaptive; supportive
- Innovation – Challenges traditional thinking and promotes and demonstrates new ideas; encourages new ideas and breadth of vision in others; makes specific changes in working methods or systems to do things faster, better, more efficiently
- Wise Decisions – Considers different perspectives to assess the viability and impact of potential solutions; uses creative/innovative approach and effective judgment to identify, define and resolve complex problems; makes technical and/or business decisions based on an understanding of risk, which impact operations or results of a project
- Performance Bias – Has the drive and insight to take action wherever it is required; enthusiastically seeks additional responsibility; able to work well under sustained pressure with conflicting demands, optimizing resources and responding to constantly evolving circumstances with proven delivery of quality results
- Deliver Results – Ability to consistently standardize, simplify and reduce complexity within the team as well as sharing results outside the team; manage risk and drive safe, reliable and efficient operations
- Qualification & Experience and Competencies
Essential Education
- Bachelor's degree or equivalent experience in an accredited institution
Essential Experience
- Overall, 10-12 years or more of experience in the Customer Service industry
- Minimum of 6-8 years of work experience in people management in Customer Service
- Experience in managing omnichannel operations is a must
- Proven experience in coaching and leading high performing teams.
- Effective communicator verbal and in writing
Key Competencies
- Strategic orientation and global awareness
- General leadership and decision-making skills
- Demonstrated experience leading and managing change
- Must demonstrate a strong understanding of customers needs / behaviours
- Ability to build effective relationships
- Cross-functional mind-set
- People management and development experience
- Strong background and knowledge with identifying/completion on continuous improvement opportunities
Desirable Criteria
- Proficient in Microsoft Office
- Experience in Genesys/Avaya/Nortel telephony & email workflows
- Experience in managing chatbot & social media operations
- Proven ability to identify and incorporate technical tools
- Capability to interpret systems, integration, output
- Strong analytical skills to review KPI's and drive performance
- Strong analytical, control and financial accounting skills including a robust understanding of control processes
Additional Information
- Develop and maintain sound working relationships with key stakeholders, customers and external service providers
- Provide input into the maintenance of telephony strategy including the technology platform
- Develop and control processes and procedures to the company standards
We are an equal opportunity employer and value diversity at our company! We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
