Customer Care Team Lead
3 weeks ago
About the Role:
We are seeking a skilled Customer Care Team Lead to join our team at The Nielsen Company. As a key member of our customer service team, you will be responsible for supervising the operations of our Customer Care team, ensuring that our customers receive exceptional support and service.
Key Responsibilities:
* Supervise and manage a team of customer service representatives, providing guidance and support to ensure excellent customer service.
* Monitor customer activity, metrics, communications, and documentation to ensure service levels are met and continuous improvement is achieved.
* Align with and contribute to global department processes and procedures.
* Utilize various metrics to improve customer satisfaction and service.
* Provide knowledge support to staff and customers for products, service levels, escalated issues, organization, workflow/procedures, and tools across supported regions by the department.
* Distribute staff workloads, including customer accounts, projects, and training assignments.
* Administer attendance, coverage, and time punches.
* Actively manage employee performance, including onboarding, coaching, motivating, developing, and rewarding staff.
Requirements:
* Bachelor's degree in Technology, Business, or a related field preferred (equivalent working experience considered).
* Minimum of 7 years in a customer-facing role, with supervisory experience a plus.
* Experience managing accounts, a strong individual contributor, and experience handling APAC region and multiple product vertical clients are a plus.
* Strong leadership skills, with the ability to champion change, foster teamwork, develop high performers, and cultivate a positive and professional work environment.
* Detail-oriented with proven organizational and time management skills, with the ability to multitask, prioritize, and delegate appropriately.
* Proven problem-solving and technical trouble-shooting skills, with excellent communication skills and an approachable style.
* Excellent English language skills (written and verbal).
* Ability to work the shift hours as stated and occasionally help with coverage of other shifts.
* Results and data-driven management style.
About You:
We are looking for a skilled and experienced customer service professional who can lead our team with confidence and expertise. If you have a passion for delivering exceptional customer service and a proven track record of success in a similar role, we encourage you to apply for this exciting opportunity.
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