Customer Service Team Leader
Core
Lead, coach, and develop a team of Customer Service Representatives to exceed customer expectations and deliver exceptional service.
Role type
Team Leader for Customer Service
Builds
Customer service operations and team performance
Domain
Office products retail and distribution
Deliverable
dashboards & analysis
Required skills
Team leadership, coaching, performance management, complex enquiry resolution, KPI monitoring, data analysis, CRM proficiency
Preferred skills
Stakeholder engagement, problem-solving, continuous improvement, time management
Technologies
Genesys
Responsibilities
Lead and motivate a team of Customer Service Representatives to achieve performance targets; Provide ongoing coaching, feedback, and training to enhance customer service skills; Manage and resolve complex or escalated customer enquiries; Monitor daily operations to ensure service levels and KPIs are met; Track and analyse team performance metrics; Prepare and communicate regular performance reports; Conduct one-on-one meetings and support individual development plans.