Customer Care Team Lead, Numan

• Extensive experience as a Team Leader in a startup or a business wishing to scale
• Used metrics and dashboards to manage live service and agent productivity
• Managed scheduling, and shift patterns to achieve highest availability of service, with optimal staffing levels
• A track record of robust people performance management
• An appreciation of how to motivate and develop the skill base of a team of agents and set the tone for service excellence
• A comfort with technology and enjoys learning, and leading on knowledge
• A commercial mindset and is comfortable working to targets
• An iterative approach for a fail fast startup culture
• Experience growing a team to deliver to targets in a customer centric way
• The experience handling escalated queries of a sensitive nature in a confidential empathetic and safe setting

Desirable

• As the Customer Care Team Leader, you will set the standard for excellence by managing a high-performing team focused on productivity and quality.
• You will oversee live services across various channels, including voice, email, chat, and social media, ensuring Numan delivers a market leading customer support service
• A champion for customer obsession, setting a high bar for quality customer service for the members of your team
• Line managing a team of agents, ensuring they meet their productivity and quality goals. Holding weekly 121s, ensuring their wellbeing at work and coaching through any performance concerns
• Performing quality evaluations of agents, to ensure all contacts meet our high standards for customer obsession, and coaching agents to achieve and maintain standards, with the aim of helping them fine tune their skills
• Resolving any serious customer complaints or escalations arising from the team’s activity, with a positive tone and outcome, and supporting the regulatory processes that apply in healthcare
• Planning shifts to ensure agents are available at the best time to provide access for customers
• Planning recruitment and onboarding of new team members as required, with support from the People Team
• Continuously upskilling, training and developing the team to achieve a best in class customer experience as the Numan offering evolves
• Fostering a performance culture using Intercom reports and metrics, and contributing to weekly performance meetings, and improvement/growth projects
• Contributing to the positive culture and cohesive team spirit of the overall operation