Team Lead, Customer Care

Team Lead Job DescriptionLeading a team of frontline colleagues supporting the business operation. Managing daily operations, ensuring proper email, chat, and phone queue coverage. Ensure the team's daily/monthly KPIs are met, such as Response Times via all channels, i.e., live, and non-live channels. Support rotational shifts and ensure a smooth operation on 24/7 coverage. Prepare the team shift and coverage planning. Ensure communication is aligned across the board for the whole team. Survey bucketing and survey follow-up with the customer. Handle escalation from customers and internal colleagues. Handle product outage issues and work with the Product Specialists and IT Team for resolution. Complete the monthly case quality monitoring and ad-hoc case investigation. Perform root cause analysis and provide coaching to maintain/improve the quality of the team case management. Constantly develop and strengthen product and process knowledge by attending the Go-to-Market calls. Work hand in hand with the Manager and Senior Leadership on operation management. Prepare daily/monthly reports to the Leadership with analytical findings and forecasts. Attend product meetings, leadership meetings, and monthly BU review meetings with stakeholders. Proactively build a good rapport and be the point of contact with the stakeholders.  Involve in project management and departmental workstreams for process improvement. Conduct 1:1 sessions, coaching and developing the growth of team members. Administrative work such as leave approval, claims approval, and record keeping. Conduct Team performance reviews. Managing and delivering ad-hoc tasks from the leadership.Team Lead Criteria & RequirementsThe candidate should have a minimum of two years of people management experience with an overall 5 years of Customer Service Experience. A consistent performer capable of handling core tasks, taking on additional tasks, and delivering results. Applicant must possess strong verbal and written communication skills. Have a good track record of case management. Excel in providing exceptional customer service experience to delight our customers. Must have a “can-do” spirit and proactively volunteer to take on additional tasks without compromising on the core responsibilities. Capable of providing and receiving constructive feedback. Must have excellent problem-solving skills, high urgency, be detail-oriented, and be willing to learn and understand the Customer Care business operation. Independent and confident in making the right decision under different circumstances. Agile, quick thinking, and capable of adapting to change. Creative and innovative in identifying gaps for process improvement. Team player, passionate, willing to guide and coach others to be successful.At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.