The Team Lead Customer Service is responsible for overseeing a team of customer service representatives to ensure exceptional service delivery efficient operations and continuous improvement. This role acts as a bridge between frontline staff and management driving performance engagement and customer satisfaction. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.
Key Responsibilities:
Team Leadership & Management
Supervise coach and mentor a team of customer service representatives.
Conduct regular performance reviews and provide constructive feedback.
Schedule and manage shifts to ensure adequate coverage and workload balance.
Customer Experience
Monitor customer interactions to ensure quality and compliance with service standards.
Handle escalated customer issues and resolve complex inquiries.
Analyze customer feedback and trends to improve service delivery.
Operational Excellence
Track and report on key performance indicators (KPIs) such as response time resolution rate and customer satisfaction.
Collaborate with other departments to streamline processes and resolve systemic issues.
Implement and maintain standard operating procedures (SOPs).
Training & Development
Onboard new team members and provide ongoing training.
Identify skill gaps and organize learning sessions or workshops.
Promote a culture of continuous improvement and learning.
Technology & Tools
Utilize CRM and support platforms effectively (e.g. Creatio).
Recommend and support implementation of new tools or system enhancements.
Quality Assurance
Implement QA frameworks for customer interactions across channels (voice chat email social).
Conduct regular audits and provide actionable feedback to agents and team leads.
Develop and deliver training programs based on QA findings and customer feedback.
Customer Service Excellence & Continuous Improvement
Analyze customer feedback CSAT and NPS scores to identify trends and improvement opportunities.
Lead initiatives to improve first contact resolution reduce handling time and enhance customer experience.
Benchmark against industry standards and implement best practices.
Qualifications :
Education & Experience
Bachelors degree in Business Communications or related field (preferred).
35 years of experience in customer service with at least 12 years in a supervisory or team lead role.
Skills & Competencies
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Problem-solving mindset with a customer-first approach.
Proficiency in customer service software and reporting tools.
Ability to work under pressure and manage multiple priorities.
Value-Adding Responsibilities:
Champion a culture of learning and excellence within the service team.
Upskill the customer service team to drive value-add via upselling and cross selling methods.
Identify automation opportunities to reduce manual workload and improve response times.
Regular team-building activities and recognition programs.
Inclusive and supportive work environment.
Clear path to managerial roles with leadership training and mentorship programs.
Develop dashboards and reporting tools for real-time performance tracking.
Support crisis communication and service continuity planning.
Participation in cross-functional projects to improve customer experience.
Voice in process improvement and strategic planning.
Personal Attributes
Customer-centric mindset with a passion for service excellence.
Detail-oriented and highly organized.
Proactive problem solver and continuous learner.
Collaborative and adaptable in a fast-paced environment.
Additional Information :
What We Offer:
Competitive salary and benefits
Training and development opportunities
Supportive and inclusive team culture
Career growth within a global organization
Discretionary performance related bonus
Personalized Flexi benefits
Global Employee Assistance Program
Medical insurance
What you will love about this role:
Freedom to succeed is our core belief. Its not just a promise we make to our clients and partners but
to our people too. We want our people to LEAP and so in this role you will
Learn (e.g. from each other/from new projects).
Exchange (e.g. information and best practices in an open-minded environment).
Advance (e.g. by developing skills and accepting greater responsibilities/ your career progression
and diversification).
Prosper (e.g. by acquiring skills/ by nurturing a team of x people).
Exinity is an equal opportunities employer and positively encourages applications from suitably qualifiedand eligible candidates regardless of gender sexual orientation marital or civil partner status genderreassignment race color nationality ethnic or national origin religion or belief disability or age.
Remote Work :
No
Employment Type :
Full-time
This listing is sourced from a third-party job board. Applying will redirect you to the original posting.
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