
Customer Service Team Lead
5 days ago
We are seeking an experienced Customer Service Team Lead to join our team at Reactivespace Technologies. As a key member of our customer service department, you will be responsible for leading, motivating, and supervising a team of customer service representatives. Your primary objective will be to ensure that the team meets performance targets, delivers exceptional customer service, and operates efficiently.
You will be required to have proven experience in a call centre environment, with a minimum of [X years] in a leadership or supervisory role. You will be responsible for conducting regular team meetings, monitoring individual and team performance metrics, coordinating and conducting training sessions, implementing and enforcing quality assurance processes, and handling escalated customer inquiries or complaints.
The ideal candidate will have strong communication and interpersonal skills, excellent problem-solving and decision-making abilities, and proficiency in call centre software and tools. They will also be able to work in a fast-paced environment and handle stressful situations effectively.
Responsibilities:
- Lead, motivate, and supervise a team of customer service representatives.
- Conduct regular team meetings to communicate updates, set goals, and address any concerns.
- Monitor individual and team performance metrics, such as call quality, response time, and customer satisfaction.
- Coordinate and conduct training sessions for new and existing team members.
- Implement and enforce quality assurance processes to ensure consistent and high-quality service delivery.
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