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Customer Service Team Leader
2 months ago
We are seeking an experienced Customer Service Team Leader to join our high-volume call centre team. As a key member of our operations team, you will be responsible for supporting, coaching, and mentoring a team of remote Customer Service Officers.
Key Responsibilities- Lead and manage a team of Customer Service Officers to achieve exceptional customer satisfaction and quality standards.
- Develop and implement process improvements to streamline operations and increase efficiency.
- Collaborate with the Operations Manager to set and achieve team goals and objectives.
- Provide coaching and mentoring to team members to enhance their skills and performance.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Proven experience in call centre or customer service team leadership roles.
- Strong communication and interpersonal skills with the ability to engage with stakeholders.
- Technical skills in MS Office Suite, Salesforce, or similar systems.
- Thorough understanding of call centre and customer service KPIs and frameworks.
- A supportive and collaborative team environment.
- Ongoing training and development opportunities.
- The chance to work with a highly regarded international organisation.
- A competitive salary and benefits package.
