Addis Ababa
LonAdd Consultancy PLC( Recruiter/ 86214)
LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Ababa, Ethiopia, with branch offices in Dukem and Hawassa.  We are recruiting Team Leaders for an international company engaged in the business process outsourcing sector.  SUMMARY:  The Team Leader is directly responsible for managing team of Customer Care Executives; handle, assist with escalations, determine problems and provide resolutions on any customer care issues and service problems; drive adherence to procedures in compliance with account process and procedures; mentor and assist new hires; promote and encourage teamwork. Main Duties: Ensure team members  have a clear understanding of process, procedures and performance expectationsPromotes an effective and positive working environmentProvides guidance and coaching to Customer Care Executives to improve skills and abilityConducts root cause analysis to identify performance improvement areas and makes recommendations to address the same.Provides continuous feedback in the areas of recognition, corrective action and career growth planning.Audits a pre-determined number of calls per Customer Care Executive per month; in conjunction with the Quality team.Conducts daily pre-shift briefing; and regular team meetings.Works closely with the Training team on on-the-job training, motivation and coaching to reinforce required skills.Responsible for follow up and resolution to escalation raised by Customer Care Executives.Responsible for the daily schedule adherence and productivity of assigned team.Consults with HR and Operations Manager on matters of employee relations.Participates in preparation of Operations reports.