Team Leader (Customer Service)

Job Description: Supervise Daily Operations: Oversee the daily activities of the customer service team to ensure efficient and effective service delivery. Monitor Team Performance: Track key performance indicators (KPIs) and ensure team members meet or exceed service standards. Provide Coaching and Training: Offer guidance, mentorship, and training to team members to enhance their skills and performance. Handle Escalated Issues: Address and resolve complex or escalated customer inquiries and complaints promptly. Collaborate with Other Departments: Work closely with departments such as sales, operations, and product development to address customer concerns and improve service offerings. Develop Improvement Strategies: Identify areas for process improvement and implement strategies to enhance customer satisfaction. Prepare Performance Reports: Compile and present regular reports on team performance, customer feedback, and service metrics to management. Qualifications/Requirements: Educational Background: Bachelor’s degree in Business Administration, Management, Communication or a related field is preferred. Experience: Minimum of 5 years in customer service, with at least 2 years in a supervisory or leadership role. Leadership Skills: Proven ability to lead, motivate, and manage a diverse team effectively. Communication Skills: Excellent verbal and written communication skills for interacting with customers, team members, and other departments. Problem-Solving Abilities: Strong analytical and problem-solving skills to address customer issues and team challenges efficiently. Technical Proficiency: Familiarity with customer service software, CRM systems, and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Organizational Skills: Strong organizational and time management abilities to handle multiple tasks and prioritize effectively. Customer-Focused: A strong focus on delivering high-quality customer service and continually striving to improve customer satisfaction.