استخدام Team Lead) Account Management)

Account management team is responsible to create long-term, trusting relationships with our new customers by caring them in their journey. This team's main goal is to ensure of a good experience for new customers and increase customers usage and engagement. The role of the team-lead is to ensure account management team achieves its targets and is in the right direction.

Roles and Responsibility:

An account management team lead plays a key role in customer engagement and experience as he/she communicates with both our internal and external customers and can coach and motivate account management agents as communicating with customers and maximize their performance. They must be excellent multi-taskers, combining the ability to manage and coach agents, handle challenging customers, prepare management reports, and lead the team initiatives while ensuring that service level and objectives are achieved.

● Interviewing, Hiring, training, and preparing agents to respond to customer questions and complaints and troubleshooting problems with services or products.
● Ensuring agents understand and comply with all their objectives, performance standards, and policies.
● Answering agent questions regarding best practices or difficult communications.
●Ensure maximum engagement of customers with the service and great experience.
● Identifying operational issues and suggesting possible improvements.
● Preparing reports and analyzing data to assist management as they determine the team goals.
● Working with other supervisors and management team members to support agents and maximize customer satisfaction.
● Measuring the performance of agents and giving effective feedback and helping them to improve.
● Ensuring adherence to policies for attendance and established procedures.
● Meeting monthly performance goals for customer satisfaction, engagement, quality, productivity, and key performance metrics.
● Taking care of service level and promise to achieve defined KPIs.

Requirements & Skills:

● Bachelor's or Master's degree in Industrial Engineering, Business Administration, or Industrial Management. 
● More than 4 years of relevant experience. 
● Familiar with standard Growth and CX KPIs. 
● Able to design and determine documents such as instructions, procedures, etc. 
● Excellent communication skills and interpersonal capabilities. 
● High professional in MS Office, especially in Excel. 
● Able to prioritize and multitask effectively.