携程Team Leader(MJ032059)

We are seeking a Customer Service Team Leader to guide and support a team of Customer Service Agents in delivering exceptional service to our customers, restaurant partners, and delivery couriers. As a Team Leader, you will be responsible for real-time operations, ensuring service levels are met, and providing coaching and support to agents during their shifts. This role is hands-on, operational, and vital to keeping our customer experience smooth and consistent. Key Responsibilities: Supervise a team of agents during assigned shifts, ensuring high-quality service delivery. Monitor real-time queues, workloads, and performance to maintain SLA targets (response time, resolution time, CSAT). Act as the first point of escalation for customer, courier, or restaurant issues before involving the Supervisor. Conduct daily briefings, huddles, and debriefings with the team. Provide on-the-spot coaching, feedback, and support to agents. Ensure adherence to company policies, processes, and scripts. Track and report team shift performance to the Supervisor. Coordinate shift schedules, breaks, and attendance. Support onboarding of new agents and assist in training refreshers. Promote a positive and collaborative team culture during shifts. Identify recurring issues and share insights with the Supervisor for process improvements.

- Responsible for daily work of the team and ensure the normal operation. - Supervise the operational data of the call center and conduct proper onsite management. - Properly distribute the daily tasks for staff within the team. - Supervise the staff KPI and take precautions to enhance the ability of the staff. - Host daily meetings - Train and convey new procedures and monitor the implementation and performance. - Deal with the complaints. - Communicate with staff regularly. - Conduct communication concerning the monthly performance appraisal with staff. - Arrange rational shift by estimating the volume of business. - Propose projects that optimize the working procedures and complete them. - Deal with emergencies. - Cooperate closely with other team leaders. - Complete the tasks assigned by Operation Manager/Group Leader in time.

- Responsible for daily work of the team and ensure the normal operation. - Supervise the operational data of the call center and conduct proper onsite management. - Properly distribute the daily tasks for staff within the team. - Supervise the staff KPI and take precautions to enhance the ability of the staff. - Host daily meetings - Train and convey new procedures and monitor the implementation and performance. - Deal with the complaints. - Communicate with staff regularly. - Conduct communication concerning the monthly performance appraisal with staff. - Arrange rational shift by estimating the volume of business. - Propose projects that optimize the working procedures and complete them. - Deal with emergencies. - Cooperate closely with other team leaders. - Complete the tasks assigned by Operation Manager/Group Leader in time.

Position description：Responsible for daily work of the team and ensure the normal operation.Supervise the operational data of the call center and conduct proper onsite management.Properly distribute the daily for staff within the team.Supervise the staff KPI and take precautions to enhance the ability of the staff.Host daily meetingsTrain and convey new procedures and monitor the implementation and performance.Deal with the complaints.Communicate with staff regularly.Conduct communication concerning the monthly performance appraisal with staff.Arrange rational shift by estimating the volume of business.Propose projects that optimize the working procedures and complete them.Deal with emergencies.Cooperate closely with other team leaders.Compete the tasks assigned by Operation Manager/Group Leader in time.