Customer Service Team Manager
3 weeks ago
Job Title: Customer Service Team Manager
Job Summary:
We are seeking a talented and experienced Customer Service Team Manager to join our dynamic team at Talent Outsourcing Channel Solutions. As a Customer Service Team Manager, you will play a pivotal role in overseeing and supporting a team of customer service professionals, ensuring exceptional service delivery and driving the success of our call centre operations.
Key Responsibilities:
- Provide day-to-day leadership and guidance to a team of customer service agents, fostering a positive and productive work environment
- Monitor team performance, set targets, and implement strategies to improve efficiency and customer satisfaction
- Conduct regular coaching and feedback sessions to help team members develop their skills and reach their full potential
- Identify training needs and work with the training team to design and deliver tailored programmes
- Manage team schedules, attendance, and adherence to operational procedures
- Collaborate with other departments to ensure seamless customer experience
- Contribute to the development and implementation of process improvements and new initiatives
- Serve as a point of escalation for complex customer inquiries and complaints, providing effective resolutions
Requirements:
- Minimum 1 year of experience in a supervisory or team leader role in a call centre or customer service environment
- Strong interpersonal and communication skills, with the ability to effectively motivate and lead a team
- Excellent problem-solving and decision-making abilities, with a focus on delivering high-quality customer service
- Proficiency in data analysis and reporting, with the ability to interpret performance metrics and identify areas for improvement
- Familiarity with call centre software and customer relationship management (CRM) systems
- A genuine passion for delivering exceptional customer experiences
What We Offer:
- Competitive salary and performance-based incentives
- Comprehensive health and wellness benefits, including medical, dental, and vision coverage
- Opportunities for career development and advancement
- A supportive and collaborative work environment that values teamwork and innovation
- Work-life balance initiatives, such as flexible scheduling and holiday allowances
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