Customer Care Lead (Voice Outbound)

Job Description

Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly

Ensure that the processes of OV is streamlined and the capacity of the floor is intact

Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of outbound team

Creating, analyzing and distributing process reports eg case creation process and escalation process

Drive the team's performance by sharing the feedback with the bottom performers on a daily basis

Prepare daily/ weekly and monthly reports for Outbound

Bring inconsistencies and problems to the attention of management

Fulfill all other duties based on business requirements

What we offer:

International working environment, and a unique opportunity to learn from the best in e-commerce (Alibaba Group) and business growth.

A platform to learn from Alibaba’s world-leading ecosystem

Rigorous training and exposure in team management, leadership, business analytics, and operations.

An opportunity to train the next generation of business leaders

Competitive salary and incentive package

Health & life insurance