美团Team Leader - Customer Experience
任职要求
High school diploma required; bachelor’s degree in Business, Communications, or related field is a plus. At least 4 years of customer service experience. Previou…
工作职责
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.
Introduction to the job China CRT is a new established team for China program, it will take over CRT R&R from Taiwan D&E from Q4 2026. its mission is cover all China region HMI installed base and NPI system from D&E support perspective. Role and responsibilities 1. Lead CRT team for HMI China field issue escalation solving. 2. Further building up CRT competence. 3. Closely collaboration with HMI field CS and TW DE. 4. Work together with BJ D&E team to drive structure issue solving. 5. Team management and daily operation.
- 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.
1.负责运营和员工管理、人员保留，跟进服务过程中发现的问题，并主动沟通协调，提升客服工作效率，保证客商体验2.负责客服人员的业务辅导，及时发现业务的待优化点，且积极主动优化业务流程3.负责团队员工日常指标达成、绩效面谈及离职管控4.协助上级进行本团队、跨部门工作开展，推动完成协同性工作任务