Customer Service Team Lead (7 month secondment)
Core
Lead a global Customer Service team to drive results, improve customer satisfaction, and implement process improvements.
Role type
Senior Customer Service Team Lead
Builds
Customer service workflows and team performance
Domain
Publishing / Academic content
Deliverable
dashboards & analysis
Required skills
Team leadership, complex issue resolution, project management, recruitment, training and coaching, performance management, process improvement, Microsoft Office, SAP, Salesforce, Lean 6 Sigma
Preferred skills
Experience with KPIs/SLAs, cross-departmental collaboration
Technologies
SAP, Salesforce, Microsoft Office
Responsibilities
Lead and inspire the team to meet service standards; resolve escalated customer queries; manage workload and global capacity; recruit, train, and coach team members; drive process improvements; manage projects and reporting.
Seniority
Senior, hands-on IC