Customer Service Team leader - Senegal (Contractor)

About the role

BURN is looking for an exceptional, efficient Customer Service Team leader to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales, and client relationship management.

Duties and Responsibilities

• Managing the day-to-day activities of the team (Inbound & Outbound),
• Communicating the team’s daily, weekly, and monthly objectives.
• Coaching and developing team.
• Driving, monitoring, and overseeing teams’ performance.
• Training team members on sales verification, after-sales service, digital care, and customer experience processes.
• Prepare daily, weekly, and monthly reports.
• Motivate the team to ensure optimized productivity.
• Resolve conflict within the team.
• Monitoring and supporting agents through all Carbon activities and audits.
• Monitoring the quality of calls and giving feedback for improved processes and ensuring the integrity of data.
• Identify and address Issues on the go.
• Ensure adherence to shift schedule to eliminate the accumulation of backlogs on sales verification.
• Attending to call transfers and escalations while supporting agents through difficult calls.
• Manage team average handle time.
• Serve as a conduit between the call center management and agents.

Skills and Experience

• Excellent verbal communication and interpersonal skills
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, Call center, etc.)
• Proficient computer skills. Good in MS word, Excel, and PPT.
• Working knowledge & experience in using Ms. Excel for data analysis and reporting.
• Ability to work in a fast-paced environment and multitask.
• Experience in a leadership role and/or organizing events.
• Analytical Skill.
• Leadership and managerial skills.
• Knowledge of BURN products

                                                 Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).