Posted 6 hours ago 17 views Report Job
As a Team Lead, you will oversee a team of customer support representatives, monitor performance metrics, and implement strategies to improve service quality. Your goal will be to foster a collaborative environment where every team member can thrive and deliver exceptional customer service.
Responsibilities:
- Lead, coach, and develop a team of customer service representatives to meet and exceed performance goals.
- Monitor team performance through KPIs, productivity metrics, and quality assurance.
- Collaborate with management to develop, implement, and improve service processes.
- Conduct regular performance evaluations, provide constructive feedback, and facilitate training sessions.
- Manage scheduling and ensure optimal resource allocation to meet service demands.
- Address client and customer escalations, providing swift and effective resolutions.
- Foster a positive and collaborative team culture.
Requirements:
Experience: 3+ years in a supervisory or team lead role in a BPO or customer service environment.
Skills:
- Strong leadership and interpersonal skills.
- Proficient in data analysis and performance tracking.
- Excellent communication and problem-solving abilities.
- Ability to work in a fast-paced, high-demand environment.
- Familiarity with BPO industry standards and best practices
Job Details
Dollarnest
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