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Ecare Team Leader

2 months ago

Amman, Amman, Jordan ARAMEX Full time
About the Role

Aramex is seeking a highly skilled Ecare Team Leader to join our team. As a key member of our Ecare operations, you will be responsible for leading a team of Ecare agents to deliver exceptional customer experiences.

Key Responsibilities
  1. Team Leadership
    • Lead and Inspire a High-Performing Team: Foster a collaborative and supportive team environment that encourages growth, innovation, and continuous improvement.
    • Develop and Coach Team Members: Provide guidance, coaching, and constructive feedback to help team members enhance their skills and knowledge.
    • Drive Performance and Results: Set clear goals, monitor progress, and take corrective actions to ensure team members meet performance targets.
    • Hold Regular Team Meetings: Discuss objectives, expectations, and performance progress to ensure alignment and drive results.
  1. Change Management
    • Identify and Implement Process Improvements: Analyze areas for improvement and develop strategies to enhance processes and operations.
    • Collaborate with Stakeholders: Work with cross-functional teams to plan, execute, and monitor process changes.
    • Ensure Smooth Transition: Provide training and support to team members on new processes and technologies.
    • Manage Resistance to Change: Encourage adaptability and address any concerns or issues that may arise.
  1. Customer-Centric Focus
    • Promote a Customer-Centric Culture: Emphasize the importance of customer satisfaction and deliver exceptional experiences for both internal and external customers.
    • Oversee Customer Interactions: Assess customer interactions to ensure quality and compliance with set standards.
    • Resolve Escalated Issues: Address customer concerns promptly and to their satisfaction.
    • Enhance Customer Experience: Continuously seek ways to improve the customer experience and collect feedback for process improvements.
  1. Performance Management
    • Set Performance Targets: Establish clear goals and objectives for individual and team performance.
    • Conduct Performance Evaluations: Provide constructive feedback and develop improvement plans as necessary.
  1. Compliance and Reporting
    • Ensure Compliance: Ensure team adherence to company policies, procedures, and industry regulations.
    • Generate and Analyze Reports: Produce and analyze reports related to team performance, trends, and customer feedback.
    • Take Corrective Actions: Address any compliance issues or deviations and take corrective actions as necessary.
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