Job Title:
Team Lead - Customer Service Operations
About the Job
We are seeking a seasoned Team Leader to lead our customer service operations team.
As a key member of our team, you will be responsible for supervising a team of call center associates, ensuring their work and attendance align with organizational policies.
You will also coach team members to meet and exceed performance metrics, identify issues and implement improvement plans, and ensure our services meet contractual KPIs and financial targets.
In addition, you will communicate effectively with your team, handle escalated customer calls, facilitate meetings, and stay informed about internal processes and manager development training.
Required Skills and Qualifications