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Customer Service Team Manager
5 days ago
The Team Lead will oversee daily operations, monitor performance metrics, and foster a positive and collaborative team environment.
Responsibilities Include:- Team Performance:
Lead and manage a team of customer service representatives to achieve exceptional service delivery. - Process Improvement:
Monitor and analyze team performance, identifying areas for improvement and implementing corrective actions. - Training and Development:
Coordinate and deliver training programs for new and existing team members. - Quality Assurance:
Implement and maintain quality assurance processes to ensure consistency in service delivery. - Communication:
Serve as a liaison between the team and upper management, conveying important updates and concerns.
- 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.
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