
Leadership Position in Customer Service
7 days ago
About the Role
This is an exciting opportunity to lead a team of customer service representatives and drive excellence in service delivery.
Key Responsibilities
- Team Leadership
- Oversee daily operations, monitor performance metrics, and foster a positive team environment.
- Develop and implement strategies to improve team performance and productivity.
- Coach and mentor team members to enhance their skills and knowledge.
- Analyze and optimize team workflows to improve efficiency and productivity.
- Collaborate with other departments to streamline processes and eliminate bottlenecks.
- Develop and implement process improvements to enhance customer satisfaction.
- Design and deliver training programs to enhance team skills and knowledge.
- Stay up-to-date with industry trends and best practices to inform training and development initiatives.
- Foster a culture of continuous learning and professional growth within the team.
- Develop and implement quality assurance processes to ensure consistency in service delivery.
- Conduct regular quality assessments and provide constructive feedback to team members.
- Identify trends in customer inquiries and work with the team to address root causes.
- Serve as a liaison between the team and upper management, conveying important updates and concerns.
- Foster open communication within the team, encouraging collaboration and idea sharing.
- Handle customer escalations professionally and with a focus on issue resolution.
Requirements
- A Bachelor's degree in Business, Communication, or a related field.
- Proven experience in a contact center environment, with at least 1.5 years in a leadership role.
- Strong leadership, coaching, and interpersonal skills.
- Excellent communication skills, both written and verbal.
- Ability to analyze data and make data-driven decisions.
- Knowledge of contact center technologies and customer relationship management (CRM) systems.
- Strong problem-solving skills and the ability to handle high-pressure situations.
Our Benefits
- Competitive salary
- Health and wellness programs
- Professional development opportunities
- Team-building events
Abacus Outsourcing
We are committed to providing our employees with a dynamic and supportive work environment that fosters career growth and advancement.
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