Team Lead, Customer Care

Team Lead - EndNote/Converis/RefWorks We are searching for a skilled Team Lead to join our dynamic EndNote/Converis/RefWorks team in Penang. Dive into a world of innovation and creativity, collaborating with a diverse and passionate group. You will report directly to our respected Senior Manager, contributing to our standard of excellence. With our exceptional problem-solving skills, unwavering accountability, and transparent culture, we foster open communication where ideas thrive, and feedback is valued. If you are ready to join us on this journey, let's achieve our goals together About You - experience, education, skills, and accomplishments- Minimum 2 years of people management within a 5-year Customer Service background.- Excellent verbal and written communication skills.- Quality focused with a passion for continuous improvement.- Experience in Microsoft Office (Excel, Word, and PowerPoint).- Meticulous and able to multitask. It would be great if you are...- An independent decision-maker, adaptable to change, and innovative in identifying opportunities for process improvement.- A team player, passionate about guiding and coaching others to success.- Agile, quick-thinking, and capable of adapting to change.- Creative and innovative in identifying gaps in process environments.- Proficiency in organizing and optimizing customer support teams to elevate overall customer satisfaction.- Exhibit a "can-do" attitude, openness to feedback, and excellent problem-solving abilities with a keen eye for detail. What will you be doing in this role?- Leading a team of frontline colleagues supporting the business operation.- - 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 session, 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. About the Team Welcome to the forefront of innovation, right here in Penang At our leading corporation, we provide world-class services that redefine user experiences. Team Division EndNote, our flagship software referencing manager, empowers users worldwide to effortlessly build citations and bibliographies for their research endeavours. RefWorks is an online tool for managing and citing research sources. It helps users collect, organize, and cite references in different styles. With features like cloud access and collaboration, it makes research easier and more efficient. Converis is a system that helps universities and research organizations manage their research activities, including grants, publications, collaborations, and reporting. Every day, our dedicated agents, spanning more than 40 countries across 6 continents, go above and beyond to ensure customer satisfaction reaches new heights. Here's what you can expect from us: - Receive insightful advice and hands-on technical support delivered with a friendly touch.- Experience rapid diagnosis of product issues, coupled with patient and compassionate explanations.- Engage in a feedback loop that keeps our customer service relevant and cutting-edge. Hours of Work This is an onsite role requiring the employee to work 5 days per week, with a rotational shift schedule of 9 hours each day, inclusive of breaks, as per the prescribed shift roster. The employee may be required to work permanent night shifts or rotational shifts, as well as weekends, with advance notice of one month, based on business needs. 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 regulatio