Outbound Team Leader

Overview

Outbound Team Lead role at Crayon ️. You will oversee the day-to-day management of Relationship Managers within the Outbound department, including direct line management, coaching, development focus, alert monitoring, productivity management, and service recovery. You will help ensure world-class customer service and foster an environment of continuous improvement to enhance customer experience and drive business success.

What you'll do

• Direct line management of Relationship Managers, including shift scheduling and attendance management.
• Attend to the growth and development needs of the team.
• Manage performance and escalate disciplinary matters.
• Conduct coaching sessions with Relationship Managers in line with Quality Management processes.
• Monitor Relationship Managers' availability and occupancy against performance targets.
• Collaborate on the setup, implementation, and management of outbound channels and customer experience strategies.
• Identify skill development and succession opportunities within the team.
• Address and resolve internal query escalations through CRM.
• Provide insights to management for continuous customer experience improvements.
• Conduct coaching to improve overall team and customer experience.

What you'll need

Seniority level

Employment type

Job function

Note : This is a role for one of our clients and is advertised as Outbound Team Leader on the site. While we do track apply clicks, you’ll need to complete the quick steps on Crayon for your application to be considered.

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