Tiki Care Team Leader

- As a Customer Service Team leader, your will directly supervise a team of 15-20 front line employees to ensure the highest quality of service possible through providing excellent solutions for customer’s inquiries/ incidents, assigning work to the team and setting priorities to ensure efficiency and productivity while serving our customers in a professional and positive manner.

- Manage the day to day operation within your assigned team including process escalating, quality checking and staffing needs
Improve the customers’ experiences by understanding and focusing on demand management, measuring how the team are doing and driving the necessary actions for improvement

- Ensure customer expectations are achieved/ exceeded through excellent customer service

- Support the agents on providing accurate, efficient resolutions to complex escalated customer issues.Identify, remove obstacles (if needed), then frames and escalates issues to related departments if they cannot be resolved quickly.

- Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals

- Support individuals to achieve their personal goals including goal setting, development planning, performance evaluations, performance improvement, motivation and recognition

- Support effective communication across the departments and creating a positive work environment.

- Create an effective team by motivating, solving problems and dealing with conflict

- Provide regular, transparent feedback and reporting on team performance to Manager/ Head of Department