The Team Leader is responsible for overseeing a team of Customer Service Representatives, ensuring they provide exceptional service, meet performance goals, and contribute to a positive and productive work environment. They will play a crucial role in coaching, mentoring, and developing team members to achieve their full potential.
Responsibilities:
- Lead, motivate, and coach a team of Customer Service Representatives to achieve and exceed individual and team performance targets (e.g., CSAT, saved sale, efficiency).
- Monitor team performance through key metrics, providing regular feedback and implementing strategies for improvement.
- Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to support agent development and address performance issues.
- Assist team members with complex customer inquiries and escalations, ensuring timely and effective resolution.
- Ensure adherence to company policies, procedures, and quality standards.
- Foster a positive, collaborative, and supportive team environment that encourages open communication and knowledge sharing.
- Analyze team performance data to identify trends, challenges, and opportunities for process improvement.
- Contribute to the development and implementation of new customer service strategies and initiatives.
- Act as a point of contact between the team and management, communicating team performance, challenges, and successes.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary. Recognize and reward team and individual achievements.
- Participate in the recruitment and onboarding process for new team members.
- Collaborate with the Trainers and QAs to develop and execute action plans for performance improvement.
- Stay updated on product knowledge, company policies, and industry best practices.
- Perform other duties and responsibilities as assigned.
Required Qualifications:
- Prior experience in a customer service supervisory or team lead role with a strong track record of success.
- Excellent communication (verbal/written) and interpersonal skills, with the ability to motivate and influence others.
- Strong coaching, mentoring, and feedback skills.
- Exceptional problem-solving and decision-making abilities.
- Ability to analyze data and identify trends.
- Excellent organizational and time management skills.
- Proficient computer skills, including CRM systems, Google Apps and Microsoft Office Suite.
- Strong understanding of customer service principles and best practices.
- Ability to remain calm and composed under pressure.
- Proactive and results-oriented approach.
- Ability to work effectively both independently and as part of a larger leadership team.
- Willingness to work flexible hours, including evenings, weekends, and holidays (as needed)
- Experience in handling customer inquiries via multiple channels (phone, email, chat).
