Customer Service Team Leader
Core
Managing a Customer Care team, including recruitment, scheduling, performance monitoring, and process improvement.
Role type
Customer Service Team Leader
Builds
Customer care operations and team performance
Domain
Customer Service / Contact Center
Deliverable
dashboards & analysis
Required skills
Team management, Scheduling, KPI analysis, Performance feedback, Process improvement, Stakeholder collaboration, MS Office, English (fluent)
Preferred skills
B2B experience, CRM systems, Process optimization projects, International environment experience
Responsibilities
Manage team recruitment and development, Plan team schedules and availability, Monitor team KPIs and quality metrics, Provide feedback and coaching, Escalate complex customer issues, Collaborate with Sales and business partners, Analyze processes and implement improvements
Seniority
Mid-level, hands-on manager