I've been working remotely for rhe last 3-4 years. Independent worker. I've got over 15years within the customer service field and 3years within a leadership. I am hard working and reliable and a faster and quick learner. Very dedicated and could be a positive asset to the business.
Experience
MLG Healthcare
Feb 2024 – May 2025
Remote
Customer Service Team Leader OUT OF HOURS
* Manage team schedule.
* Review the out of hours productivity and manage shortfalls.
* Deliver on going training and team building.
* Ensure tasks are correctly prioritized& communicated to the team.
* Deal with all incoming calls&emails.
* Complete all tasks on daily/ weekend handover that may include: chasing candidates availability, confirming future shifts, timesheet chasing, shift name change& shift cancelation.
* Booking shifts with clients (Private and public sector)
* Service calls (Outbound)
* Ensure smooth business operation for out of hours service and complete all handover tasks set promptly.
* Proactive with clients and candidates.
* Ensurig all issues are dealt with as per business processes; candidates running late, not attending shift and/or clients looking for last minute &future bookings.
* Customer authentication & verification.
* Data capturing & updating details
* Coaching, training & conducting 1-2-1 sessions.
* Conducting team stats &KPIs.
* Prepared regular reports on team performance, escalations and VOCs.
* Schedule and lead regular team performance, escalations, updates & address any concerns.
* Assist in agent career development
* Assist with disciplinary measures.
* Monitor attendance & leave management process.
* Managed and motivated team also by providing feedback through coaching and call listening and on QA'd calls.
* Created training manual for teams and assist with virtual training.
* Basic upselling and sales.
* Basic assistance with DBS and RTW checks.
