Team Lead
4 days ago
About the Role:
We're on a mission to redefine customer care and we need your leadership Were looking for a Team Lead (Supervisor) to guide a team of Customer Service Representatives (CSRs), ensuring great service, team growth, and strong performance.
Key Responsibilities:
- Supervise and support a team of CSRs
- Ensure training, development, and engagement of team members
- Monitor and improve team performance based on KPIs
- Handle escalations and solve customer-related issues
- Analyze reports and identify improvement areas
- Motivate and coach team members
- Coordinate staffing and scheduling
- Work with other departments (HR, IT, etc.) for issue resolution
- Join partner meetings and share insights
- Stay up to date on partner products and promotions
- Be a role model and promote a positive work culture
What You Need:
- High school diploma (required); post-secondary education is a plus
- 12 years in customer service/contact center, with at least 1 year as a Team Lead
- Experience handling escalations
- Basic knowledge of Google Suite (Sheets, Docs, etc.)
- Ability to analyze and report data using spreadsheets
- Strong time management and organizational skills
- Comfortable working in fast-paced environments and flexible shifts (including evenings and holidays)
If Interested, please share your CV
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