Job Description

Overview

We are seeking a dynamic and experienced Customer Service Team Lead to oversee and motivate our customer service team. The ideal candidate will possess strong leadership qualities, excellent communication skills, and the ability to manage multiple tasks efficiently. This role offers an exciting opportunity to lead a diverse team in a fast-paced environment, ensuring exceptional service delivery and continuous improvement.

Duties

Lead, supervise, and motivate the customer service team to achieve performance targets and deliver outstanding service. Provide coaching, training, and support to team members to enhance their skills and professional development. Analyse customer feedback and service metrics to identify areas for improvement and implement effective solutions. Managing a team of around 10 agents Dealing with escalations Manage escalations promptly and professionally, ensuring customer satisfaction is maintained at all times. Coordinate with other departments to ensure seamless communication and resolution of customer issues. Organise shift schedules and allocate resources efficiently to meet operational demands. Foster a positive team environment that encourages collaboration, innovation, and continuous learning. Develop reports on team performance and customer satisfaction levels for senior management review.

Qualifications

Proven experience in supervising or managing a customer service team, with demonstrable leadership skills. (min 2years) Strong analysis skills with the ability to interpret data and implement improvements accordingly. Excellent communication skills Experience in managing diverse teams within a fast-paced environment. Exceptional organisational skills with the ability to prioritise tasks effectively. Minimum 3-5 years in a contact centre environment.
Job Type: Full-time

Pay: 29,000.00-33,000.00 per year

Benefits:

Casual dress Employee discount On-site parking
Work Location: In person