Job Description

We are seeking!! a dynamic Customer Service Team Leaders to join our team and make a significant impact! In this role, you will manage team performance, excel in managing KPIs, ensure service level excellence, oversee tenured agents, address behavioral challenges, and maintain accurate documentation.

Responsibilities:

• You will be shifted from Monday - Sunday between 8am and 8pm
• Lead a team of customer service agents, providing guidance, coaching, and support to drive performance and exceed targets
• Utilize your expertise in managing KPIs to set clear performance expectations, monitor progress, and implement strategies for improvement
• Ensure service level excellence by effectively managing call volumes, response times, and customer satisfaction
• Mentor and develop tenured agents, fostering a positive work environment and helping them achieve their full potential
• Address and rectify bad habits and poor behavior promptly and professionally, using appropriate disciplinary measures when necessary
• Track and document discussions with team members, including performance reviews, coaching sessions, and disciplinary actions

• Proven experience in managing customer service performance and achieving KPIs
• Strong knowledge of service level management principles and best practices
• Ability to effectively lead and manage tenured agents, providing guidance and support to maintain high performance levels
• Excellent communication and interpersonal skills to address behavioral challenges and enforce company policies
• Detail-oriented with strong organizational skills to track and document discussions accurately
• Ability to thrive in a fast-paced and dynamic environment while managing multiple priorities
• Strong problem-solving skills to identify areas for improvement and implement appropriate solutions
• Proficiency in using customer service software, ticketing systems, and reporting tools

O'Brien Recruitment