Specialist, Customer Service (Team Lead, Program Coordinator )
At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the prospect to make progress in their careers
Under the direction of the Manager, the Team Lead, Program Coordinator is responsible for providing leadership and support to the Program Coordinator team, as well as providing feedback to employees performing the work to help ensure that customers receive great customer service. As a vital resource for both Program Coordinators and Clients, the Team Lead collaborates closely with the contact center and various other functional departments. The Program Coordinator Team Lead serves as the main operational contact for clients, acting as the knowledge expert for the contact center and providing information to other related functional areas.
Team support
• Assist with coordinating, documenting, and leading training of new team members
• Provide support and coaching on team and client inquiries
• Monitor PC team lead inbox and other team KPIs
• Research issues and complaints as well as assist with team metrics and reporting
• Monitor team absences and track attendance
• Lead, plan, and communicate effectively during various meetings as needed
• Serve as a backup for Program Coordinator and/or Supervisor tasks and projects. Act as an escalation point for resolving service-related problems, ensuring timely and effective resolutions
• Provide performance feedback (i.e. coaching) to team members via email and meetings
• Identify opportunities for continuous improvements on the Program Coordinator team to help support and encourage new and current team members.
Documentation and efficiency
• Help identify and implement process
📌 Specialist, Customer Service (Noida)
🏢 Pearson
📍 Noida