Team Leader (Customer Success)

Job Description About the client:
At G-Plans and FuturHealth, our Customer Service Team is dedicated to delivering an unparalleled experience to our valued customers. Our mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions. We strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise. Our goal is not only to meet but exceed customer expectations by resolving their queries, concerns, and issues on the very first call while working with our provider network to solve all customer requests/issues.
Job Summary:
In your position as Customer Success Lead, you will be working closely with the Head of Customer
Success and Operations Manager to ensure the smooth operation of the businesss day-to-day activities.
Responsibilities:

• Supervise a team of Customer Success Specialists, offering direct mentorship and support.
  
• Responsibilities include monitoring attendance, conducting training and side-by-side sessions, delivering constructive feedback to aid in coaching, and appropriately delegating tasks among team members. Accountability is upheld through KPI-based evaluations.
  
• Developing and implementing KPI (Key Performance Indicators) targets aligned with the team’s tasks and workload and ensuring that these targets are met.
  
• Effective time-management and multi-tasking skills. Has strong analytical and problem-solving skills.
  
• Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
  
• Proactively monitor the team by ensuring they adhere to the process and take appropriate actions to address performance-related issues.
  
• Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledge base).
  
• Exhibit strong written and verbal communication skills, particularly in phone interactions where multitasking and prompt problem-solving are essential. Provide exemplary customer service, resolving escalations efficiently and ensuring these are completed to satisfaction.
  
• Ability to thrive in a fast-paced environment.
  
• Backfiller in case of shortage in manpower.

Management and Administrative Tasks:

• Coordinate with HR and Finance departments regarding concerns such as team members concerns that are directly impacting the employee, HR, and Finance.
  
• Resolve any exceptional cases that may arise within the team.
  
• Motivate and lead the team in attaining target scores for quality, productivity, and overall Key Performance Indicators.
  
• Creates and implements process improvements.
  
• Responsible for tracking the team attendance and leave consumption.
  
• Preparation and generation of Weekly Productivity Reports.
  
• Provide immediate coaching to Associates (first level) for de-escalation.
  
• Facilitate Team Activities and Internal Program initiatives.
  
• Ensure delivery and sign-off memos and policy guidelines to the team.
  
• Immediate in charge of escalation whenever there are IT or any Technical issues.
  
• Assist in Training and onboarding of new hires (mock calls, call shadowing, scripting, and reporting).
  
• Ad-hoc tasks and deliverables as directed by the Senior Team Leader, or Manager.

Requirements

• 
  1-3 years of Team Leader experience.
  
• Amenable to work for a shifting schedule: 8 pm onwards Philippine Time (8 am onwards EST).
• Proven experience in customer service, account management, or client success roles.
  
• Excellent communication skills, both verbal and written, with the ability to engage with clients at all levels of an organization effectively.
  
• Professional experience within the contact center/BPO industry
  
• Strong coaching and people-development skills through call listening and audits, quality feedback, etc.
  
• Strong organizational and time management abilities, with a keen attention to detail and the ability to manage multiple priorities simultaneously.
  
• Ability to work independently and collaboratively within a team environment, demonstrating initiative, adaptability, and a customer-centric mindset.
  
• Ability to deal with demanding customers and escalations.
  
• Energetic, motivating individual, and creative thinker.

Benefits WHAT WE OFFER

✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Rewards and incentives
✔ Monthly engagement activities
✔ Career advancement opportunities
✔ Paid referral program

Work Experience

1-3 years