You will be in charge of supervising the customer onboarding team and providing support for operational initiatives such as identifying process improvement initiatives in the onboarding process, analyzing customer contact and escalation data, identifying workforce gaps and resolving them, and presenting recommended action plans to the FPS Operations Manager based on research. The post holder must be a Subject Matter Expert on the client's relevant products and services, proactively keeping their own and the team's knowledge up to date and accurate in order to provide a first-class customer onboarding experience.
Furthermore, the Onboarding Team Lead will lead their team to high levels of customer satisfaction for all assigned program activities, which will include assisting employees with escalated onboarding challenges and questions, providing guidance to team members, and/or assisting with training/contact to ensure the best outcome for the customer.
Responsibilities
- Analyze and prioritize tasks for employees. Maintain employee workloads to ensure customer onboarding requirements are met.
- Manage the onboarding call flow processes.
Interact with Business Partners as needed including:
- Analyse and manage onboarding program trends and progress recommend process improvement and enhancement opportunities for training customers in the onboarding process
Requirements
Education
- Further Education college or similar: A Levels/ Highers/ ONC
Experience
- Must have experience in managing and coaching others and improving individual and team performance in a call centre environment.
- Outsourced Inbound Contact Centre or Case Management experience would be an advantage.
- Through understanding of contact center technologies, CRM systems and their respective reporting systems – preferred skills.
- Ability to lead and motivate teams towards quality, quantity and development objectives, achieving required results as agreed with the client.
- Ability to monitor, give feedback and appraise direct reports, driving increased performance and achievement of objectives.
- Demonstrate initiative in leading the team and be seen to be a driving force within the centre, role modeling behavior in line with the company's values.
- Able to meet targets and handle a high pressure environment through leading and managing others.
- Excellent computer literacy., proficient Microsoft Office (Word, Excel, PowerPoint and Outlook).
- Excellent oral, written and interpersonal communication skills.
- Excellent time management, planning and organisational skills.
- Ability to break down silos and building cross team, site and brand relationships.
- Highly developed interpersonal skills and an understanding of what motivates people to commit and perform.
- Recognise the importance of balancing tasks (getting the job done) and people - ensuring that team members are focussed on their performance.
- Exhibit patience and tolerance and make decisions without prejudice.
- Demonstrate dependability by completing assignments and meeting commitments.
- Ability to perform in a fast-paced environment with minimal supervision.
- Good facilitation, negotiation and presentation skills
- Understand the need for flexibility and strong team leadership when communicating and implementing change.
- Detail-oriented with strong organisational skills, time management and planning.
- Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team.
- Must represent the client professionally with all clients and external organizations and contacts
Benefits
- Working Schedule: 09.00 a.m-17.00 p.m, in new offices in Leoforos Syggrou.
- Performance bonus: Upon Performance
- Contract: Permanent
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