At Multiplier we are revolutionising the workforce through our innovative distributed employment platform. We empower companies to access top-tier talent globally by simplifying the complexities of compliance, payroll, and benefits administration. Our mission is to enable seamless remote hiring, fostering a borderless approach to talent acquisition.
We are seeking an experienced and dynamic individual to join our client support team as a Team Lead/Assistant Manager. The ideal candidate will be responsible for overseeing daily operations, ensuring exceptional customer service, and leading a team of support professionals. This role involves coordinating with clients to resolve issues, implementing process improvements, and maintaining service standards.
The Role:
Key Responsible Areas
- Meet Team key performance metrics: First Response Time & Resolution Time & Retention
- Ensure that daily open tickets per agent are at 0
- Excellent multi-tasking skills
Team/People:
- Coach team members to adhere to quality standards
- Cascade updates with team members
- Nurture new hires until they complete the learning curve
- Prepare weekly/bi-weekly/monthly roster for Support Team
- Conduct 1:1 meeting with team members monthly to ensure feedback & performance discussions are conducted and support is provided
- Coach agents who fall under Bottom Quartile performance and own their improvement with structured coaching plan
Function(LOB):
- Examine, review and process documents/ orders/ files/ cases allocated as per set timelines
- Identify process related scenarios, perform proactive analysis around it and propose a solution for process improvement/ automation
- Provide inputs for knowledge checks & collaborate with stakeholders to drive the outcomes
- Good understanding on EWS (early warning signals) mechanism
- Liaise with Stakeholders from other teams to drive efficiency based tasks
- Good with Business report understanding
Operational Excellence:
- Monitor key performance indicators (KPIs) such as customer satisfaction, response time, and issue resolution.
- Analyse reports on team performance, identify trends, and develop strategies for continuous improvement.
- Ensure adherence to company policies, service-level agreements (SLAs), and compliance standards.
Process Improvement:
- Identify opportunities for process improvements to enhance efficiency and the customer experience.
- Implement best practices and contribute to the development of the client support process.
- Collaborate with other departments (e.g., IT, Product, Sales) to streamline processes and improve cross-functional efficiency.
Requirements:
- Someone who is quick in adopting process- SOPs and goal oriented
- Has experience coaching and providing feedback
- Prior experience with ZenDesk & Intercom is preferred
- Knowledge on B2B SaaS & EOR business acumen is preferred
- Experienced with MS office, Process applications (Multiplier Tools)
- Preferred knowledge: Power BI & SQL
- We are looking for someone who is analytical, agile and a great collaborator
Why Multiplier?
At Multiplier, we offer a dynamic and inclusive work environment where creativity, innovation, and collaboration are encouraged and valued. Join us in shaping the future of work and unlocking global talent potential. Enjoy flexible work arrangements, competitive benefits, and the opportunity to make a meaningful impact in a rapidly growing company.
Perks:
- Flexible vacation policy
- Remote work opportunities
- Health insurance coverage
- Equal employment opportunity
Apply now to be part of our journey!
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Last updated on Sep 23, 2024