Team Lead, Customer Service Excellence

The Team Lead Customer Service is responsible for overseeing a team of customer service representatives to ensure exceptional service delivery efficient operations and continuous improvement. This role acts as a bridge between frontline staff and management driving performance engagement and customer satisfaction. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results. Key Responsibilities: Team Leadership & Management - Supervise coach and mentor a team of customer service representatives. - Conduct regular performance reviews and provide constructive feedback. - Schedule and manage shifts to ensure adequate coverage and workload balance. Customer Experience - Monitor customer interactions to ensure quality and compliance with service standards. - Handle escalated customer issues and resolve complex inquiries. - Analyze customer feedback and trends to improve service delivery. Operational Excellence - Track and report on key performance indicators (KPIs) such as response time resolution rate and customer satisfaction. - Collaborate with other departments to streamline processes and resolve systemic issues. - Implement and maintain standard operating procedures (SOPs). Training & Development - Onboard new team members and provide ongoing training. - Identify skill gaps and organize learning sessions or workshops. - Promote a culture of continuous improvement and learning. Technology & Tools - Utilize CRM and support platforms effectively (e.g. Creatio). - Recommend and support implementation of new tools or system enhancements. Quality Assurance - Implement QA frameworks for customer interactions across channels (voice chat email social). - Conduct regular audits and provide actionable feedback to agents and team leads. - Develop and deliver training programs based on QA findings and customer feedback. Customer Service Excellence & Continuous Improvement - Analyze customer feedback CSAT and NPS scores to identify trends and improvement opportunities. - Lead initiatives to improve first contact resolution reduce handling time and enhance customer experience. - Benchmark against industry standards and implement best practices. Qualifications : Education & Experience - Bachelors degree in Business Communications or related field (preferred). - 35 years of experience in customer service with at least 12 years in a supervisory or team lead role. Skills & Competencies - Strong leadership and people management skills. - Excellent communication and interpersonal abilities. - Problem-solving mindset with a customer-first approach. - Proficiency in customer service software and reporting tools. - Ability to work under pressure and manage multiple priorities. Value-Adding Responsibilities: - Champion a culture of learning and excellence within the service team. - Upskill the customer service team to drive value-add via upselling and cross selling methods. - Identify automation opportunities to reduce manual workload and improve response times. - Regular team-building activities and recognition programs. - Inclusive and supportive work environment. - Clear path to managerial roles with leadership training and mentorship programs. - Develop dashboards and reporting tools for real-time performance tracking. - Support crisis communication and service continuity planning. - Participation in cross-functional projects to improve customer experience. - Voice in process improvement and strategic planning. Personal Attributes - Customer-centric mindset with a passion for service excellence. - Detail-oriented and highly organized. - Proactive problem solver and continuous learner. - Colla

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