Customer Services Team Lead - Brackenfell
We are seeking a dynamic Customer Service Team Leaders to join our team and make a significant impact In this role, you will manage team performance, excel in managing KPIs, ensure service level excellence, oversee tenured agents, address behavioral challenges, and maintain accurate documentation. Responsibilities: You will be shifted from Monday - Sunday between 8am and 8pm Lead a team of customer service agents, providing guidance, coaching, and support to drive performance and exceed targets Utilize your expertise in managing KPIs to set clear performance expectations, monitor progress, and implement strategies for improvement Ensure service level excellence by effectively managing call volumes, response times, and customer satisfaction Mentor and develop tenured agents, fostering a positive work environment and helping them achieve their full potential Address and rectify bad habits and poor behavior promptly and professionally, using appropriate disciplinary measures when necessary Track and document discussions with team members, including performance reviews, coaching sessions, and disciplinary actions Requirements: Proven experience in managing customer service performance and achieving KPIs Strong knowledge of service level management principles and best practices Ability to effectively lead and manage tenured agents, providing guidance and support to maintain high performance levels Excellent communication and interpersonal skills to address behavioral challenges and enforce company policies Detail-oriented with strong organizational skills to track and document discussions accurately Ability to thrive in a fast-paced and dynamic environment while managing multiple priorities Strong problem-solving skills to identify areas for improvement and implement appropriate solutions Proficiency in using customer service software, ticketing systems, and reporting tools
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