Job Description

We are looking for a proactive and experienced Team Leader with a strong background in customer service to join our client's team. The ideal candidate will lead, motivate, and manage a team of customer service representatives to achieve performance metrics, deliver excellent customer experiences, and foster a positive work environment.Key Responsibilities- Supervise and manage the daily operations of the customer service team.- Monitor team performance, ensuring KPIs such as quality, productivity, and customer satisfaction are met or exceeded.- Conduct regular team meetings and provide performance feedback through coaching and mentoring.- Handle escalated customer issues and ensure resolution in a timely manner.- Develop and implement strategies to improve overall team performance.- Ensure adherence to company policies, procedures, and service standards.- Collaborate with other departments to address service-related challenges and drive improvements.- Prepare and present regular performance reports to management.Requirements- Minimum of 1 year of experience in a leadership role within a customer service environment.- Strong understanding of customer service principles and practices.- Excellent communication, interpersonal, and problem-solving skills.- Ability to motivate and lead a team to achieve goals.- Proficient in using CRM tools and other relevant software.- Strong organizational and time-management skills.- Flexibility to work in shifts, if required.Preferred Skills - Experience in handling escalations and customer grievances.- Training or certification in leadership or team management.What We Offer- Competitive salary package.- Opportunities for professional growth and development.- A supportive and collaborative work environment. (ref:updazz.com)

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