We are looking for a proactive and experienced Team Leader with a strong background in customer service to join our client's team. The ideal candidate will lead, motivate, and manage a team of customer service representatives to achieve performance metrics, deliver excellent customer experiences, and foster a positive work environment.

Key Responsibilities

- Supervise and manage the daily operations of the customer service team.

- Monitor team performance, ensuring KPIs such as quality, productivity, and customer satisfaction are met or exceeded.

- Conduct regular team meetings and provide performance feedback through coaching and mentoring.

- Handle escalated customer issues and ensure resolution in a timely manner.

- Develop and implement strategies to improve overall team performance.

- Ensure adherence to company policies, procedures, and service standards.

- Collaborate with other departments to address service-related challenges and drive improvements.

- Prepare and present regular performance reports to management.

Requirements

- Minimum of 1 year of experience in a leadership role within a customer service environment.

- Strong understanding of customer service principles and practices.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to motivate and lead a team to achieve goals.

- Proficient in using CRM tools and other relevant software.

- Strong organizational and time-management skills.

- Flexibility to work in shifts, if required.

Preferred Skills

- Experience in handling escalations and customer grievances.

- Training or certification in leadership or team management.

What We Offer

- Competitive salary package.

- Opportunities for professional growth and development.

- A supportive and collaborative work environment.