Contact Center Team Lead

Description

None

Requirements

Main Purpose of the Role:

The Contact Center Team Lead supports the team of Contact Center Representatives as a subject matter expert, and acts as a first level escalation point for internal and external customers. The position is responsible for staying in tune with company procedures, and providing guidance and training in line with those requirements.

Main Tasks:

 Monitor productivity and performance reports for Contact Center Coordinators (e.g., talk time, hold time, wrap up time). 

 Provide tactical support to the Export/Import Support Services team. 

 Deliver high quality customer service to internal and external vendors. 

 Develop and update Standard Operating Procedures (SOPs). 

 Conduct root cause analysis and recommend corrective actions. 

 Provide assistance to management and support team operations. 

 Answer incoming customer calls and emails, serving as a concierge to guide customers through their experience with ZIM. 

 Create and modify export bookings based on customer needs and system availability using the booking tool. 

 Coordinate and resolve customer documentation issues. 

 Make outbound calls as needed to follow up on outstanding items. 

 Fulfill various miscellaneous customer requests as they arise.

 Assist with training initiatives and provide on the floor training when required. 

 Conduct survey recovery conversations with customers to address concerns and improve satisfaction. 

 Perform any other duties as assigned.