Customer Service Senior Lead

Overview

We are looking for a talented individual to join our team as a Customer Service Lead, where you will lead, mentor, and inspire a diverse team of back-office personnel and customer support staff. The ideal candidate will have a proven track record in managing large-scale operations, ensuring exceptional customer satisfaction, and driving continuous improvement initiatives within a large organization.

Responsibilities

• Empower Growth : Conduct regular performance evaluations, set KPIs, and offer impactful feedback to enhance the skills and confidence of your team members.
• Drive Efficiency : Develop and implement cutting-edge strategies to optimize day-to-day operations, ensuring maximum efficiency and effectiveness in meeting SLAs.
• Foster Innovation : Continuously identify areas for improvement, implement process enhancements, and leverage data-driven insights to enhance productivity and other SLA metrics.
• Client Relationship Management : Serve as the primary liaison for clients, maintain positive relationships and proactively address their evolving needs and expectations.
• Performance Excellence : Monitor performance metrics and deliver insightful performance reports to senior management and clients.
• Risk Mitigation : Identify potential risks and implement necessary measures to safeguard the company’s operation and uphold data protection policies.

Qualifications

Be Part of ATI Journey

Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI’s singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 we now have over 900 employees providing services to our clients across the globe.

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