Senior Customer Service Team Manager
3 days ago
We are seeking a skilled and experienced Senior Customer Service Team Manager to lead our team of customer service representatives.
The ideal candidate will have a proven track record of success in managing high-performing teams, with a strong focus on customer satisfaction and loyalty.
Key Responsibilities- Lead, motivate and supervise a team of customer service representatives to ensure excellent customer service delivery.
- Monitor live and recorded calls to ensure quality, accuracy and compliance with internal standards.
- Oversee the timely closure of customer complaints and issues while ensuring adherence to defined TATs (Turnaround Times).
- Provide ongoing coaching, feedback and performance evaluations to improve individual and team performance.
- Handle escalations effectively and coordinate with internal departments.
- Ensure strict adherence to data privacy, confidentiality and security protocols.
- Graduated in any discipline.
- 3-5 years of experience in a customer-facing environment, preferably in a management role.
- Strong verbal and written communication skills.
- Proficiency in MS Excel and call monitoring tools.
- High attention to detail and the ability to manage multiple priorities in a fast-paced environment.
What We Offer
A competitive salary and benefits package, including health insurance, retirement plan, and paid time off.
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