Remote Customer Care Team Leader

Summary

Join Payoneer's global community and realize your potential as a highly motivated leader overseeing a team of customer service associates, ensuring excellent customer service while exceeding performance targets.

Requirements

• 2 - 3 years previous experience in a similar role
• Previous experience in an international call center
• Strong managerial skills
• High English level
• Self-learning ability
• Responsibility and ownership taking
• Problem-solving ability
• Creative thinking and innovation
• Proficient in MS Office

Responsibilities

• Monitor the team’s performance (~ 15 associates), provide coaching, feedback and mentorship to improve performance and achieve targets
• Conduct managerial routines such as team meetings to communicate goals, updates, and service procedures
• Address escalated customer issues promptly and effectively
• Track and analyze team performance metrics and prepare reports
• Identify trends, performance gaps, and areas for improvement and work closely with different functions streamline processes and resolve issues
• Responsible for employees engagement and professional development
• Managing projects and tasks related to the customer care department