Customer Service Team Leader
Core
Lead and mentor a customer service team to deliver exceptional service, manage escalations, and drive performance improvements.
Role type
Senior IC Customer Service Team Leader
Builds
Customer service operations and team performance
Domain
Customer service / Contact center
Deliverable
client delivery
Required skills
Team leadership, performance management, conflict resolution, CRM proficiency, training and development, data analysis, scheduling
Preferred skills
Workforce management systems, quality assurance processes
Responsibilities
Lead and mentor customer service representatives, monitor team performance against metrics, conduct training sessions, manage customer escalations, implement quality assurance processes, analyze customer feedback, schedule team members
Seniority
Mid-Senior, hands-on IC
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