Customer Service Team Lead
hace 3 semanas
The Service Manager is a key leadership role responsible for driving customer service excellence within a team. The primary objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
**Key Responsibilities:**
Resolve complex customer issues with significant organizational impact
Evaluate team performance and make recommendations for promotions, terminations, and hiring
Develop leaders through guidance and mentorship, aligning with succession planning
Enhance employee skills to expand team capabilities and provide growth opportunities
Recommend new work procedures and contribute to customer service technique development
Drive organizational change through innovation and process improvement, eliminating friction points for the team
Achieve team performance excellence to ensure high-quality and high-volume productivity
Deliver exceptional client experiences, measured by specific metrics
**Requirements:**
2-4 years of relevant experience
Intermediate to senior-level experience in a related role with commensurate people management experience
Call Center management experience is preferred
Proficient project management skills
Effective written and verbal communication and presentation skills
Influencing and relationship management skills
Teamwork, focus on results, analytical skills, problem-solving, and collaborative development
**Education:**
Bachelor's/University degree or equivalent experience
This job description provides a comprehensive overview of the role's responsibilities and requirements. Additional job-related duties may be assigned as needed.
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