Customer Service Team Leader
2 months ago
The role of the Customer Service Team Leader involves supervising and guiding a dedicated group of Customer Service Representatives (CSRs) in the daily functions of a contact center. This position is essential in ensuring that CSRs receive the necessary support post-training by closely monitoring their development, addressing inquiries, and providing continuous coaching and motivation.
Key ResponsibilitiesResponsibilities include but are not limited to:
- Setting performance targets for individuals and teams.
- Providing answers to staff inquiries and offering constructive feedback.
- Developing strategies to enhance operational procedures and maintain staff morale.
- Assessing CSR performance, identifying training needs, and implementing corrective measures when required.
- Ensuring compliance with attendance policies and established protocols.
- Recognizing operational challenges and proposing potential enhancements.
- Compiling reports and analyzing metrics to aid management in establishing call center objectives.
- Collaborating with fellow supervisors and management to bolster CSR performance and elevate customer satisfaction.
- Staying informed about new processes and technological advancements.
- Participating in the recruitment and onboarding of new team members.
- Executing additional duties as assigned.
Ideal candidates will possess:
- The ability to maintain composure and professionalism in high-pressure situations.
- Demonstrated leadership capabilities.
- Strong problem-solving and decision-making abilities.
- Excellent organizational skills and meticulous attention to detail.
- Outstanding interpersonal and active listening skills.
- A keen focus on the specifics of each interaction.
- Proficient communication skills, both written and verbal.
- Competence in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
- Flexibility and adaptability to frequently changing priorities.
- Reliability and dependability in fulfilling job responsibilities.
- The ability to work independently with minimal supervision.
- For internal candidates, a record of good standing without any corrective actions, adherence to attendance standards, and consistent performance in alignment with the company’s service excellence model.
We offer a comprehensive benefits package that includes:
- Paid time off.
- Comprehensive health, dental, and vision insurance.
- Life insurance coverage.
- Long-term and short-term disability insurance.
- Retirement savings plans.
This position primarily involves working at a desk, utilizing a computer or phone. We provide a competitive compensation and benefits package.
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