日本と海外をつなぐクラウドソーシング

Freelancer.com

Nesting Team Leader

2016/01～ 2016/11

• Manages and facilitates induction to help the development of new agents.
• Ensure client/internal deliverables are met within the established timelines.
• Send daily and weekly reports to the department head.
• Updating and completing agent’s personal files – coaching docs, feedback docs.
• Issuing warnings in accordance to company policy and IR policies
• Improve time proficiency among new hire agents, reduce new hire attrition, create a strong team dynamic, develop essential skills necessary for post-nesting success, and coordinate with department head

Freelancer.com

Email and Chat support - Team Leader

2011/07～ 2016/11

• Provide daily direction and communication to employees so that customer service chats and emails are answered in a timely, efficient and knowledgeable manner.
• Provide performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
• Be available for employees that experience work and/or personal problems providing appropriate coaching, direction and resolution.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• Assist manager with daily operation to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Address online concerns of our users from different social media sites. e.g. FB, Twitter, Online Blogs, Forums etc.

Freelancer.com

Verification Officer

2011/02～ 2011/07

Freelancer.com

Email and Chat support - Sub Team Leader

2010/12～

• Serves as assistant to the team leader
• Oversees the team's daily tasks
• Creates schedule and delegates tasks to the team accordingly to ensure the shift's workload (emails,chats) is distributed properly.
• Serves as the officer in charge if the team leader is not present.
• Answers emails and chat inquiries if needed
• Assist agent with user's concern that are deemed challenging and provide resolution.
• Handles escalations to Tier 2 support.

Freelancer.com

Email and Chat support

2010/10～ 2010/12

• Assist customers with inquiries while providing consultative support and recommendations
• Articulate complex information to a variety of technical and non-technical users
• Troubleshoot and drive customer support requests to a satisfactory resolution.