Team leader Care Design
il y a 3 jours
Role mission:
The incumbent assumes responsibility for leading and managing a team of design services specialists providing multi-channel support.S/He is responsible for setting up initiatives to improve the quality of the design service support, creative in solving critical situations through experience and knowledge of the entire workflow, and focused on growing each team members' competencies while acting as primary point of contact for any questions relating to the work environment.
Report to: Manager Care Design
Key responsibilities :
Expert:
• Proficient in all aspects of the customer care knowledge (website, processes, products, printing technology, materials, shipping options, pricing, invoicing etc.)
• Identify and fix issues impacting the customer file.
• Act as the primary point of contact for design escalations.
• Keep the management team informed about issues and production trends on the floor.
Mentor:
• Coach and develop care design agents' skills and help them to reach the full potential through monitoring, assessment and feedback.
• Manage the team development and conduct team meetings and one on one sessions with performance reports.
• Perform regularly quality monitoring and maintain documentation of outputs.
• Identify and share the training needs of the team members based on the competencies gap.
Leader:
• Provide company rules guidance to the team; provide inputs on processes development.
• Participate in cross-functional communications and meetings to support the care design department.
• Lead change management at the team level when required and share company strategy.
• Oversee the day to day operation and ensure meeting the production goals including schedule adherence management.
• Support and assist with hiring, training and scheduling to manage productivity and improve efficiency while focusing on the customer experience.
• Perform other duties as assigned
Requirements :
• Bachelor's Degree, preferably a design or communications related major, or similar education.
• Adobe & design knowledge (Photoshop / Illustrator / Indesign / Acrobat in particular).
• Prepress / Claims / customer service experience.
Personal characteristics :
• Customer oriented mentality and strong desire to continuously improve services.
• Excellent communication, collaboration and relationship management skills.
• Effective time/stress management skills.
• Ability to handle complicated situations and finding creative ways to resolve problems.
· Strong analytical skills, multi-task and well-organized working style.
• Display Time flexibility.
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