Customer Service Team Lead Job Description Template
Our company is looking for a Customer Service Team Lead to join our team.
Responsibilities:
- Develop and monitor customer servicing strategies to improve key performance indicators;
- Prepares reports on both business and performance for cross-examination with overall metrics for the account and program;
- Assign tasks, disseminate information, and process updates to the team members;
- Manages and oversee the activities of the team, ensuring that each individual performs at the par standards set by the company and client;
- Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives;
- Make full use of the resources available to ensure team effectiveness and efficiency;
- Provide guidance, coaching, and management to members of your team;
- Share continual responsibility for deciding how to manage the employees, ensuring calls, emails and chats are handled efficiently and effectively;
- Be available for employees that experience work and/or personal problems, providing appropriate coaching, counseling, direction and resolution.
Requirements:
- Customer Service;
- Willing to work shifting;
- Ability to learn new technologies;
- Creative, proactive and out of the box thinker and problem solver;
- Ability to competently navigate and use Microsoft desktop operating system-specific command sets, utilities, and tools;
- Communication skills;
- Customer service experience;
- Familiar with computerized financial system;
- Ability to communicate with vendors, clients, peers, and management;
- Organization skills;
- Ability to develop and motivate a team;
- Knowledgeable in the use of office productivity tools;
- Ability to work under pressure and in dynamic working conditions;
- Excellent communication skills with strong leadership capabilities and creativity;
- Proven leadership skills.