Customer Service & operations

Job Title: Customer Service Team Lead

Location:

Role Overview:

The Customer Service Team Lead is responsible for supervising and guiding a team of customer service representatives to ensure exceptional service delivery, operational efficiency, and adherence to company standards. This role involves managing day-to-day operations, resolving escalations, and driving continuous improvement in customer experience.

Key Responsibilities:

• Team Management:

• Lead, coach, and motivate a team of 30 customer service representatives.
• Monitor performance and provide regular feedback and training.

• Customer Support:

• Handle complex customer queries and escalations promptly and professionally.
• Ensure service levels and response times meet or exceed targets.
• Customer support teams work 24*7 so this accordingly you need to work in this role.

• Operational Excellence:

• Oversee daily operations, including scheduling and workload distribution.
• Track KPIs such as response time, resolution rate, and customer satisfaction.

• Process Improvement:

• Identify gaps in processes and recommend improvements.
• Collaborate with other departments to enhance customer experience.

• Reporting:

• Prepare and present performance reports to management.
• Analyze trends and implement corrective actions where needed.

Qualifications & Skills:

• Bachelors degree or equivalent experience in customer service or operations.
• 7+ years of experience in customer service, with at least 2 year in a supervisory role.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in CRM tools and telephony tools.
• Ability to work in a fast-paced environment and manage multiple priorities.

Key Competencies:

• Customer-centric mindset
• Team leadership and coaching
• Analytical and decision-making skills
• Conflict resolution and negotiation