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Team Lead
hace 2 meses
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).