Team Leader

Job Purpose :

As a Team Leader in Customer Care, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery and customer satisfaction. You will play a crucial role in driving team performance, fostering a positive work environment, and implementing strategies to optimize customer interactions. This role requires strong leadership skills, a deep understanding of customer service principles, and the ability to motivate and support team members.

- Lead, mentor, and coach a team of customer service representatives to achieve performance targets and deliver outstanding service.

- Set clear expectations and provide regular feedback to team members to support their professional development and growth.

- Conduct regular performance evaluations and implement improvement plans as necessary.

Customer Service Excellence :

- Ensure that all customer interactions are handled professionally, efficiently, and with empathy.

- Monitor team performance metrics such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement.

- Develop and implement strategies to enhance the quality of customer service and exceed performance targets.

Process Improvement :

- Identify opportunities to streamline processes and procedures to improve efficiency and customer experience.

- Collaborate with other departments to address customer issues and resolve complex inquiries in a timely manner.

- Implement best practices and standards to ensure consistency and effectiveness in service delivery.

Training and Development :

- Coordinate training sessions and workshops to equip team members with the necessary skills and knowledge to excel in their roles.

- Provide ongoing coaching and support to address skill gaps and enhance team performance.

- Stay updated on industry trends and developments to incorporate relevant training materials and techniques.

Communication and Collaboration :

- Foster open communication and collaboration within the team and across departments to address customer needs effectively.

- Serve as a point of contact for escalated customer inquiries and complaints, resolving issues promptly and professionally.

-Liaise with management to provide regular updates on team performance, challenges, and opportunities for improvement.

Qualifications and Skills :

- Bachelor's degree in Business Administration, Communications, or related field (preferred).

- Proven experience in a customer service role, with at least [3] years in a leadership or supervisory position.

- Excellent communication skills, both written and verbal, with the ability to articulate complex issues clearly and concisely.

- Strong interpersonal skills and the ability to build rapport with team members and customers.

- Demonstrated leadership abilities, including the ability to motivate, inspire, and empower team members.

- Proficiency in customer service software, CRM systems, and Microsoft Office Suite.

- Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.

- Flexibility to adapt to changing priorities and work effectively in a fast-paced environment.

- Commitment to delivering exceptional customer service and continuous improvement.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.