Gett Customer Experience Team Lead 

Israel, Tel Aviv District, Tel Aviv-Yafo 

616604785

In the role, you will responsible for:

• Manage a team of 15 representatives and 4 seniors that provides service by phone to drivers and customers, 24/7.
• Make provision for a change of mode of operation when the existing one isn’t producing maximum results.
• Give detailed statistical feedback on performance, staff evaluation and reward purposes.
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
• Build and present insights and recommendations based on data and metrics.
• Serve as the middleman between the organization and the customer service team members, to ensure smooth communication and settling of grievances that may arise in the course of work.
• Be an expert in organizational systems and have a high technical orientation.

• Previous experience as a Customer Care team lead - must
• Relevant B.A degree - advantage
• Leadership skills and phenomenal interpersonal skills
• Vast experience in leading improvement processes
• People person, creative and problem solver
• Data oriented, possesses a high level of attention to details with a strong analytical and business reasoning skills
• High level of ability to express yourself verbal and written