{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Service Team Lead","description":"

Roles and Responsibilities :

Lead a team of customer service representatives to provide exceptional inbound customer support.
Develop and implement effective strategies to improve customer satisfaction, retention, and overall performance metrics.
Collaborate with cross-functional teams to resolve complex issues and escalations in a timely manner.
Conduct regular coaching sessions to enhance team members' skills and knowledge.
Should be able to monitor calls and provide regular coaching and mentoring to agents and track low performers in the team.
Support to WFM or RTM team to meet the SLA’s of the process. Manage Shrinkage, Attrition and plan career mapping for agents.

Job Requirements :

1-2 years of experience in inbound customer service or related field.
Strong leadership skills with ability to motivate and guide a team towards achieving goals.
Excellent communication, problem-solving, and analytical skills for resolving customer complaints efficiently.
Proficiency in managing multiple priorities simultaneously while maintaining attention to detail.

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