Grade 1 Group Leader - 1st Shift
Core
Lead and inspire a group of customer service professionals to ensure exceptional service delivery and achieve team targets.
Role type
Senior IC customer service team leader
Builds
Customer service operations and team performance
Domain
Customer service / Direct service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, coaching and mentoring, conflict resolution, process improvement, hiring and onboarding, compliance management, training development
Preferred skills
Leadership or customer service management certifications
Technologies
Customer service software
Responsibilities
Manage and motivate a team of customer service representatives, oversee daily operations including scheduling and workflow, handle escalated customer issues, analyze team performance metrics, collaborate with other departments, ensure compliance with policies, implement training initiatives, participate in hiring and development
Seniority
Senior, hands-on IC
