Grade 1 Group Leader - 3rd Shift
Core
Lead and manage a group of customer service representatives to ensure exceptional service delivery and meet performance targets.
Role type
Senior IC customer service team leader
Builds
Customer service operations and team performance
Domain
Customer service / Direct service
Required skills
Team leadership, performance management, 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, provide coaching and performance feedback, analyze team metrics for continuous improvement, handle escalated customer issues, collaborate with other departments, ensure policy compliance, implement training initiatives, participate in hiring and onboarding.
Seniority
Senior, hands-on IC
