Job Description
The Team Leader will be responsible for managing a team of customer service representatives (CSRs), optimizing workflows, and maintaining high standards of customer satisfaction. This role requires strong leadership skills, technical proficiency, and a customer-centric approach.
Team Leadership:
- Supervise and coach a team of Customer Service Representatives (CSRs), providing guidance, support, and performance feedback.
Performance Management:
- Monitor team performance metrics (e.g., call handling time, first call resolution) and take corrective actions as needed to meet service level agreements (SLAs).
Quality Assurance:
- Conduct quality assurance reviews and call monitoring to ensure adherence to company policies and service standards.
Training and Development:
- Coordinate training sessions and workshops to enhance team skills and knowledge in customer service techniques and product knowledge.
Workflow Optimization:
- Implement efficient call routing and escalation procedures to minimize wait times and resolve customer issues promptly.
Technical Support:
- Provide technical assistance to CSRs on complex customer inquiries or system issues.
Reporting:
- Prepare and analyze reports on call center performance, identifying trends and areas for improvement.
Customer Relationship Management:
- Build strong relationships with customers and address escalated customer concerns or complaints.
Qualification
Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience)
Years & Nature Of Experience
3-5 years of experience in call center operations, with at least 1-2 years in manager or team lead role.
Core Competencies
- Focus on achieving operational goals and meeting performance targets.
Adaptability:
- Ability to adapt to changing business needs and customer demands.
Decision Making:
- Sound judgment and decision-making skills, especially in high-pressure situations.
Collaboration:
- Ability to collaborate effectively with cross-functional teams and stakeholders.
Conflict Resolution:
- Skill in managing conflicts and resolving disputes among team members or with customers.
Technical Skills
- Proficiency in call center software and CRM systems (e.g., Salesforce, Zendesk, Freshdesk).
- Knowledge of telephony systems and call routing technologies.
- Familiarity with troubleshooting technical issues related to customer service operations.
Soft Skills
- Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and effectively.
- Leadership: Strong leadership skills with the ability to motivate and inspire a team.
- Problem-Solving: Effective problem-solving abilities to resolve issues and improve operational efficiency.
- Customer Focus: Commitment to delivering exceptional customer service and maintaining customer satisfaction.
- Team Management: Ability to manage and develop a diverse team of customer service professionals.
Languages
- English: Proficient in English.
- Any Second Language: Proficiency in any second language is desirable.