Team Leader Customer Care @ Make Your Choice

Job Description

A Team Leader in Customer Care oversees a group of customer service representatives, ensuring smooth operations, high-quality service delivery, and team efficiency. Responsibilities include monitoring performance metrics, providing guidance to team members, handling escalated issues, and collaborating with other departments to enhance customer satisfaction. Strong leadership, communication, and problem-solving skills are essential.

Responsibilities:
1. Supervise and lead a team of customer care representatives to achieve performance goals and deliver exceptional service.
2. Monitor and analyze team performance metrics, providing constructive feedback for continuous improvement.
3. Conduct regular team meetings to disseminate information, address concerns, and promote a positive team culture.
4. Handle escalated customer issues, demonstrating effective problem-solving and conflict resolution skills.
5. Collaborate with other departments to ensure seamless communication and resolution of customer issues.
6. Train and onboard new team members, ensuring a comprehensive understanding of products, services, and customer care procedures.
7. Develop and implement strategies to enhance customer satisfaction and loyalty.
8. Foster a collaborative and supportive work environment, promoting teamwork and individual growth.
9. Stay updated on industry trends and customer service best practices to drive continuous improvement.
10. Prepare and present regular reports on team performance to higher management.

Qualifications:
1. Bachelor's degree or equivalent work experience.
2. Proven experience in a customer service role, with at least [Specify years] in a leadership or supervisory position.
3. Excellent communication, interpersonal, and leadership skills.
4. Strong analytical and problem-solving abilities.
5. Ability to adapt to a dynamic and fast-paced environment.
6. Proficient in using customer relationship management (CRM) software.
7. Commitment to delivering exceptional customer service.

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Keyskills:   outbound calling customer support communication skills