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Team Lead

hace 2 meses


Hermosillo, Sonora, México Intugo A tiempo completo

Job Summary

At Intugo, we are seeking a highly skilled and experienced Team Lead to join our customer service team. As a Team Lead, you will be responsible for supervising and supporting a team of customer service representatives to achieve performance goals and deliver outstanding service.

Key Responsibilities

  • Provide guidance, coaching, and feedback to team members to enhance their skills and improve customer interactions.
  • Monitor team performance and identify areas for improvement, implementing strategies to increase efficiency and productivity.
  • Handle escalated customer issues and complaints, resolving them promptly and ensuring customer satisfaction.
  • Collaborate with other departments to address customer concerns and provide seamless service experiences.
  • Develop and maintain customer service procedures, policies, and standards to ensure consistent service quality.
  • Conduct regular team meetings to communicate updates, share best practices, and reinforce performance expectations.
  • Prepare and analyze performance reports, identifying trends, and implementing measures to optimize team performance.
  • Foster a positive work environment, promoting teamwork, motivation, and professional development within the team.
  • Stay updated on industry trends and customer service best practices, implementing relevant strategies as appropriate.

Requirements

  • Proven experience in a customer service leadership role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities with a customer-focused mindset.
  • Ability to handle and resolve customer complaints effectively.
  • Proficiency in customer service software and CRM systems.
  • Outstanding organizational and multitasking skills.
  • Ability to motivate and inspire team members to achieve targets.
  • Flexible and adaptable to changing business needs.
  • Knowledge of customer service metrics and reporting.
  • Bachelor's degree in a relevant field (preferred).