Service Team Leader: Inbound
Core
Lead the inbound service team to execute customer segment strategy, drive profitability, and ensure a best-in-class client experience across omni-channels.
Role type
Senior Service Team Leader (Inbound)
Builds
Client service experience and operational efficiency for the business
Domain
Customer Service / Telecommunications / Financial Services
Deliverable
client delivery
Required skills
Strategic planning, omni-channel management, team leadership, data analysis, risk and compliance management, process optimization, stakeholder collaboration, performance coaching
Preferred skills
Deep functional expertise in service products, proactive problem-solving, change management
Responsibilities
Execute and provide strategic input on customer segment strategy; manage the Service Deck including resources and operational processes; handle complex and escalated client service issues; coach and mentor the team; analyze customer data to reduce cancellations and improve profitability; ensure adherence to standard operating procedures and compliance; drive diversity and transformation objectives; manage revenue and cost objectives for the service function.
Seniority
Senior, hands-on IC with team leadership