Team Leader - Customer Service
Core
Lead a team of Customer Service Specialists to deliver exceptional customer experiences and maintain strong operational performance in a contact centre environment.
Role type
Senior IC team leader (contact centre)
Builds
Customer service operations and team capability
Domain
Financial services / Contact centre operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, coaching and mentoring, performance management, operational monitoring, stakeholder management, change management, risk and compliance oversight, data-driven decision-making, conflict resolution
Preferred skills
Commercial awareness, ability to thrive in fast-paced environments, experience with hybrid working models
Technologies
Contact centre systems, performance monitoring tools
Responsibilities
Lead, coach and develop a team of Customer Service Specialists; Monitor workload, service levels and operational performance; Support team members with complex customer enquiries and escalations; Drive continuous improvement in customer experience and operational efficiency; Lead team through change initiatives; Promote a strong risk and compliance culture
Seniority
Senior, hands-on IC
