Work from Office
Full Time
Team Leadership & Development: Lead, motivate, and manage a team of customer service representatives, ensuring that goals are met and performance standards are maintained. Provide ongoing coaching, feedback, and support to team members. Conduct regular one-on-one meetings and team training sessions to ensure continuous development. Foster a positive, collaborative team environment focused on customer satisfaction and high performance. Operational Oversight: Monitor daily operations to ensure smooth workflow and adherence to service level agreements (SLAs). Manage team performance metrics (e.g., response time, issue resolution time, customer satisfaction). Identify areas for process improvement and implement changes to streamline operations and enhance efficiency. Customer Experience & Problem Resolution: Handle escalated customer issues, ensuring timely and effective resolution. Ensure the team is delivering top-tier service and support in line with company standards. Analyze customer feedback to identify patterns and opportunities for improvement in service delivery. Reporting & Performance Monitoring: Prepare and deliver regular reports on team performance, highlighting achievements, challenges, and areas for improvement. Analyze key performance indicators (KPIs) and use data to drive decision-making and process improvements. Collaborate with other departments (e.g., IT, product, sales) to address any cross-functional challenges affecting customer service operations. Collaboration & Communication: Serve as a liaison between the customer service team and upper management. Ensure effective communication of company policies, updates, and goals to the team. Work with HR and other departments to recruit and onboard new team members as necessary. Qualifications: Bachelors degree in Business Administration, Management, or related field (preferred). 3+ years of experience in customer service, with at least 1-2 years in a leadership or supervisory role. Strong leadership skills with the ability to motivate, coach, and manage a team. Excellent communication and interpersonal skills. Solid understanding of customer service principles and best practices. Proven ability to analyze data and performance metrics to drive improvements. Strong problem-solving skills and the ability to handle high-pressure situations effectively. Experience with customer service software, CRM systems, and Microsoft Office Suite. Preferred Skills: Experience with managing remote or distributed teams. Knowledge of [industry-specific tools or platforms]. Experience with process improvement methodologies (e.g., Lean, Six Sigma). Working Conditions: Full-time position with standard office hours, with occasional evenings or weekends depending on the needs of the business.
Startek
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