Team Leader - Customer Service

Job Summary: The Team Leader is responsible for managing a team of customer service representatives to ensure excellent service delivery, resolve complex issues, and drive continuous improvement. This role includes team supervision, training, performance monitoring, and collaboration with other teams to enhance the customer experience. Key Responsibilities: Team Supervision: Lead, manage, and motivate a team of customer service representatives to meet and exceed performance targets. Inbound Call & Email Management: Ensure team adherence to best practices and service standards for handling inbound calls and emails. Complaint Resolution: Assist in resolving complex or escalated customer complaints and issues that require higher-level decision-making. Team Training & Development: Mentor and coach team members to enhance their skills, conduct regular training sessions, and facilitate their professional growth. Performance Monitoring: Track team performance through key metrics such as call handling time, case resolution rates, and customer satisfaction scores. Provide regular feedback and take corrective actions where necessary. Case Management & Follow-Up: Ensure timely follow-up on cases and oversee the team’s management of open cases until resolution, including refunds and dispute resolutions. Process Improvement: Identify and implement process improvements to enhance the efficiency and quality of customer service delivery. Reporting: Prepare and present daily, weekly, and monthly reports on team performance, customer feedback, and key operational metrics to management. Collaboration with Ranger Team: Collaborate with the Ranger team to ensure smooth outlet openings and resolve any related operational issues. Quality Assurance Assessments: Conduct regular QA assessments of call recordings to ensure agents adhere to call handling standards and protocols. Provide feedback and coaching based on assessment outcomes. Data Analytics: Provide data analysis on top customer service issues and collaborate with stakeholders or other departments to address recurring concerns and implement improvements.