Team Lead - Customer Service

We are seeking an experienced and dynamic Contact Center Team Leader to lead and motivate our customer service representatives to deliver exceptional service to our clients. The Team Leader will be responsible for supervising a team of call center agents, monitoring their performance, providing coaching and feedback, and ensuring that service quality standards are met consistently. The ideal candidate should possess excellent communication skills, strong leadership qualities, and a proven track record in managing call center operations.

Responsibilities

• Team Leadership:

1. Lead, motivate, and mentor a team of contact center representatives.
2. Provide guidance, support, and regular feedback to team members to enhance their performance and professional growth.
3. Conduct regular team meetings to communicate updates, set targets, and address concerns.

• Performance Management:

1. Monitor individual and team performance metrics, such as call handling time, first call resolution, customer satisfaction, and other key performance indicators (KPIs).
2. Analyze performance data and implement improvement plans to achieve and exceed service targets. Conduct performance evaluations and provide constructive feedback to team members.

• Quality Assurance:

1. Ensure that customer interactions are handled professionally, accurately, and efficiently.
2. Conduct quality assurance evaluations to identify areas for improvement and provide coaching to team members.
3. Implement and maintain quality standards and processes to enhance customer satisfaction.

• Training and Development:

1. Coordinate training sessions for new and existing team members to enhance their product knowledge, communication skills, and customer service techniques.
2. Identify training needs and work with the Call Center Manager to develop training programs.

• Reporting and Documentation:

1. Prepare and analyze reports on team performance, call volume, and customer feedback.
2. Maintain accurate records of customer interactions, transactions, comments, and complaints.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Minimum of 3-5 years of experience in a call center environment, with at least 1-2 years in a team leadership role.
• Strong knowledge of call center operations, processes, and best practices. Excellent communication skills, both written and verbal.
• Proven ability to lead, coach, and motivate a team to achieve and exceed performance targets.
• Exceptional problem-solving skills and ability to handle escalated customer issues effectively.
• Proficiency in using call center software and customer relationship management (CRM) systems.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong organizational skills and attention to detail.
• Flexibility to work evenings, weekends, and holidays as required.

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