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
dashboards & analysis
Required skills
Team leadership, performance management, customer service expertise, conflict resolution, process improvement, hiring and onboarding, training development, scheduling, workflow management, compliance, data analysis
Preferred skills
Leadership or customer service management certifications, experience with customer service software
Technologies
Customer service software and tools
Responsibilities
Manage and motivate a team of customer service representatives, oversee daily operations including scheduling and resource allocation, provide coaching and performance feedback, analyze team performance metrics, handle escalated customer issues, collaborate with other departments, ensure compliance with policies, implement training initiatives, participate in hiring and development