Team Leader - Customer Service
Core
Lead and coach a team of Customer Resolution Agents handling gas and electricity enquiries for business customers via Voice, Chat, and Text.
Role type
Team Leader, Customer Service Operations
Builds
Customer service operations for business clients in the energy sector
Domain
Energy / Utilities / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team performance management, coaching and mentoring, Quality Assurance (QA) and compliance assessment, data analysis and reporting, KPI prioritization, operational risk management, stakeholder engagement, change management, conflict resolution, Microsoft Office (Teams, Word, Excel), Power BI, SAP CRM, ISU, Workday
Preferred skills
Experience delivering change to improve customer journeys, commercial decision-making, leading large huddles
Technologies
Microsoft Teams, Word, Excel, Power BI, SAP CRM, ISU, Workday
Responsibilities
Accountable for team performance against plan and out-of-tolerance metrics; continuously improve team performance through coaching, 1-2-1s, and performance reviews; conduct QA and compliance assessments; prioritize KPIs and translate them into deliverables; use data to drive team performance and identify customer journey themes; increase team efficiency and prevent escalations; manage team attendance; ensure adherence to company standards and training frameworks
Seniority
Mid-Senior, hands-on IC with team leadership