Customer Service Team Supervisor
2 months ago
Job Summary
TORCH Solutions is seeking a highly skilled and experienced Customer Service Team Supervisor to lead our customer service team. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of the team, including scheduling, monitoring performance, and providing coaching and feedback.
Key Responsibilities
- Oversee the day-to-day operations of the customer service team, including scheduling and monitoring performance
- Provide coaching and feedback to team members to ensure they are meeting performance expectations
- Implement and enforce customer service policies and procedures to ensure consistent and exceptional service delivery
- Identify and address training needs for the team, and facilitate skill development and knowledge sharing
- Collaborate with other teams and departments to resolve customer issues and achieve overall business objectives
- Analyse team and individual performance metrics to identify areas for improvement and implement effective strategies
- Foster a positive and engaging team culture, and promote a customer-centric mindset
Requirements
- Minimum of 1 year of experience in a customer service supervisory or team leadership role
- Strong communication and interpersonal skills, with the ability to effectively coach and motivate a team
- Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality service
- Proficient in using customer service management tools and data analysis to drive performance improvements
- Familiarity with call centre operations and a deep understanding of customer service best practices
- A positive and proactive attitude, with a commitment to continuously improving processes and team performance
What We Offer
- Competitive salary and performance-based bonuses
- Comprehensive health and wellness benefits, including medical and dental coverage
- Opportunities for professional development and career advancement
- A collaborative and supportive team culture that values work-life balance
- Access to state-of-the-art technology and resources to excel in your role
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