Customer Services Team Lead

We are seeking!! a dynamic Customer Service Team Leaders to join our team and make a significant impact! In this role, you will manage team performance, excel in managing KPIs, ensure service level excellence, oversee tenured agents, address behavioral challenges, and maintain accurate documentation.

Responsibilities

You will be shifted from Monday - Sunday between 8am and 8pm
Lead a team of customer service agents, providing guidance, coaching, and support to drive performance and exceed targets
Utilize your expertise in managing KPIs to set clear performance expectations, monitor progress, and implement strategies for improvement
Ensure service level excellence by effectively managing call volumes, response times, and customer satisfaction
Mentor and develop tenured agents, fostering a positive work environment and helping them achieve their full potential
Address and rectify bad habits and poor behavior promptly and professionally, using appropriate disciplinary measures when necessary
Track and document discussions with team members, including performance reviews, coaching sessions, and disciplinary actions

Requirements

Proven experience in managing customer service performance and achieving KPIs
Strong knowledge of service level management principles and best practices
Ability to effectively lead and manage tenured agents, providing guidance and support to maintain high performance levels
Excellent communication and interpersonal skills to address behavioral challenges and enforce company policies
Detail-oriented with strong organizational skills to track and document discussions accurately
Ability to thrive in a fast-paced and dynamic environment while managing multiple priorities
Strong problem-solving skills to identify areas for improvement and implement appropriate solutions
Proficiency in using customer service software, ticketing systems, and reporting tools

Desired Skills

Attendance Tracking
Document Record Keeping
Performance Management
Providing Feedback
Solving Problems

About The Employer

This company is a thriving consumer goods retailer known for its customer-centric approach in a dynamic and ever-changing environment. With a wide range of high-quality products, they strive to create exceptional shopping experiences that revolve around the needs and preferences of their customers. From everyday essentials to the latest trends, they aim to be the preferred destination for all consumer [URL Removed] commitment to customer satisfaction goes beyond just products, as they invest in passionate and knowledgeable staff who provide personalized service and actively listen to customer feedback. With a focus on building long-term relationships and earning trust, they strive to deliver exceptional experiences that exceeds customer expectations. Join their team to be part of a company that values putting customers at the centre of everything they do, shaping memorable shopping experiences, and fostering meaningful connections.

Employer & Job Benefits