Ecare Team Leader

2 months ago


Amman, Jordan ARAMEX Full time

​​​​​​Key Responsibilities:

  1. Team Leadership:

    • Lead and inspire a team of Ecare agents to meet performance goals and KPIs.
    • Offer guidance, coaching, and consistent feedback to help team members improve their abilities and understanding.
    • Cultivate a supportive team environment that encourages collaboration and ongoing enhancement.
    • Hold frequent team meetings to discuss objectives, expectations, and performance progress.

  1. Change Management:

    • Identify process improvement areas and plan change strategies.
    • Coordinate with stakeholders to plan, execute, and monitor process changes.
    • Ensure team members are well-trained on new processes and technologies.
    • Manage resistance to change and encourage adaptability.

  1. Customer-Centric Focus:

    • Promote a strong customer-centric approach, emphasizing customer satisfaction for both internal and external customers.
    • Oversee and assess customer interactions to uphold quality and compliance with set standards.
    • Resolve escalated customer issues promptly and to their satisfaction.
    • Consistently search for ways to enhance the customer experience and collect feedback for process improvements.

  1. Performance Management:

    • Set clear performance targets and monitor individual and team performance.
    • Conduct performance evaluations, provide constructive feedback, and develop improvement plans as necessary.

  1. Compliance and Reporting:

    • Ensure team adherence to company policies, procedures, and industry regulations.
    • Generate and analyse reports related to team performance, trends, and customer feedback.
    • Take corrective actions to address any compliance issues or deviations.

Qualifications:

  • Proficiency in Sprinklr or other chat software and reporting tools.
  • Knowledge in social media platforms and their integration into customer service operations.
  • Bachelor’s degree in business, management, or a related field.
  • Strong change management skills and the ability to drive process improvements.
  • Exceptional interpersonal and communication skills.
  • Customer-centric mindset with a passion for delivering outstanding service.
  • Knowledgeable about social media platforms.
  • Strong analytical and problem-solving abilities.
  • Demonstrated leadership and coaching capabilities.
  • Ability to work under pressure and meet tight deadlines.
  • 4-6 years of experience, with at least 1-2 years in a supervisory or team leader role.

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