Customer Service Team Lead
2 weeks ago
Job Summary
This leadership role is responsible for guiding and leading a team of Customer Service Representatives towards achieving operational goals.
Key Responsibilities
- Guide and lead a large team of Customer Service Representatives to achieve operational goals including accurate order entry, timely response to requests, and effective telephone metrics.
- Evaluate staffing needs versus business volume and explore opportunities to create capacity.
- Ensure all work is accurately distributed and prioritized with an even workload across the team.
- Act with integrity and lead by example, providing on-the-job guidance, motivation, and coaching to team members.
- Maintain a strong understanding of the company's brands, systems, processes, and procedures by providing daily support and guidance to colleagues.
- Hold regular coaching, goal-setting, and performance meetings with team members to continually improve services and foster an environment where staff can excel.
- Support the company's drive for continuous improvement and be involved in innovative solutions to increase customer allegiance and profitability.
- Contact customers on critical issues to achieve full resolution.
- Champion positive, professional, and productive relationships with members of other departments to improve customer satisfaction.
- Participate effectively in quality improvement teams and promote co-operative effort between all departments and internal customers.
- Support the manager in planning and engaging in activities to ensure an enhanced customer experience.
- Assist in developing and implementing 'best practice' processes across the organization to ensure efficiency and reduce costs.
- Embrace process improvements and involve in team-driven actions to help improvements.
Requirements
- Bachelor's Degree
- 10+ years of successful Customer Care experience and proven informal leadership opportunities.
- Proven record of leading, mentoring, and empowering a team to optimal performance.
- Strong customer orientation with effective interpersonal, listening, and communication skills.
- Superior judgment and decision-making skills with strong analytical and organizational skills.
- Computer business knowledge with understanding of customer service software, databases, and tools.
- Focused on continuous improvement while showing respect for individuals.
- Bilingualism (French/English/Spanish) is a plus.
- Flexible to work the night shift.
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