Team Leader - Customer Service

We are seeking a dedicated and experienced Team Leader for our Customer Service department. The ideal candidate will have a strong background in managing teams within the voice process, particularly in international settings such as US and UK processes. As a Team Leader, you will be responsible for overseeing the daily operations of the customer service team, ensuring that all inbound and outbound communications meet our high standards of quality and efficiency.

Key Responsibilities:

• Lead and manage a team of customer service representatives, providing guidance and support to ensure optimal performance.
• Monitor team performance metrics and implement strategies for improvement.
• Conduct regular training sessions to enhance team skills and knowledge in customer service best practices.
• Handle escalated customer inquiries and complaints, ensuring resolution in a timely manner.
• Collaborate with other departments to streamline processes and improve customer satisfaction.
• Prepare and present reports on team performance and customer feedback to upper management.

Required Skills:

• Proven experience in a leadership role within a customer service environment, particularly in voice processes.
• Strong understanding of inbound and outbound customer service operations.
• Excellent communication and interpersonal skills.
• Ability to motivate and inspire a team to achieve targets.
• Familiarity with international customer service standards, especially for US and UK markets.

If you are a results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity to make a significant impact in our organization.