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Customer Service Performance Manager
3 weeks ago
We are seeking a dynamic and experienced Team Lead to drive performance and operational excellence within a customer service team.
This role involves overseeing daily team functions, coaching members to meet key performance indicators (KPIs), and ensuring alignment with client goals and service quality standards.
Key Responsibilities- Serve as the primary point of contact for team-related inquiries and resolve issues in a timely manner.
- Set clear performance goals and deadlines, encouraging accountability across the team.
- Develop and execute strategies to improve compliance with company policies and operational targets.
- Conduct regular team meetings to share updates, align on performance expectations, and promote best practices.
- Prepare and present performance reports to management and stakeholders.
- Ensure physical and branding standards within the workplace are consistently met.
- Handle customer interactions directly when needed, providing exceptional service and addressing concerns effectively.
- Drive achievement of KPIs including upselling, member rewards, credit acceptance, and CSAT scores.
- Monitor service quality through call evaluations and provide coaching for improvement.
- Collaborate with cross-functional teams and participate in quality, CSAT, and performance calibration sessions.
- Provide real-time support and guidance during escalations or operational challenges.
- Track team progress and facilitate quality improvement initiatives regularly.
- Offer floor support and assist in real-time issue resolution.
- Monitor and manage schedule adherence, shrinkage, and attrition.
- Conduct weekly business reviews and represent management when required.
- Motivate team members through effective communication, training, and skills development.
- Support the hiring and onboarding process, ensuring a seamless transition for new employees.
- At least 2 years of experience in a leadership role, preferably in a retail or customer service campaign.
- Open to undergraduates with strong leadership potential and willingness to learn.
- Strong communication skills (both verbal and written), with the ability to engage effectively with stakeholders.
- Analytical mindset with the ability to review and act on performance metrics.
- Proven ability to lead and inspire teams, adapt to change, and drive continuous improvement.
