Customer Service Team Lead

Responsibilities:

• Supervise and manage a team of customer service agents, ensuring productivity and engagement by maintaining service levels through workload distributions.
• Track and evaluate team performance against KPIs (e.g., response time, resolution rate, customer satisfaction) and quality assurance (QA) reviews on customer interactions aligning with company standards.
• Oversee day-to-day customer service operations and implement process improvements to enhance efficiency and customer satisfaction.
• Prepare and deliver regular reports on team performance, including KPIs, service levels, and customer feedback trends and analyze the data to identify areas for improvement and recommend actionable solutions.
• Monitor team adherence to SLAs (Service Level Agreements) and escalate operational challenges when necessary.
• Act as a liaison between the customer service team and other departments (e.g., marketing, product development, IT) to ensure accurate information flow.

Requirements:

• Bachelor's degree from any related major.
• Minimum 2 years of experience in a similar position.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Problem-solving and conflict resolution abilities.
• Ability to analyze performance data and generate actionable insights.
• Proficiency in using customer service tools (e.g., Zendesk, Freshdesk) and reporting software.
• Familiarity with social media platforms and managing online customer interactions is a plus.