What you will do
the customer service team lead is a key managerial position responsible for ensuring robust control and governance across customer services. You will lead, guide, and ensure the delivery of exceptional standards and performance within your team, contributing to customer experience initiatives and operational performance enhancements.
how you will do it
* deliver operational contact centre objectives, service levels, and kpi performance
* deliver and drive an improved customer experience
* positively contribute to the budgetary performance of the customer service operation by maximizing opportunities and minimizing costs within your team
* lead, engage, and motivate your area of responsibility to optimize performance of both individuals and teams
* ensure compliance with internal and external governing standards in operational teams and processes
what we look for
required
* minimum of 4 years of industry customer service experience
* team leadership experience
* strong oral and written communication skills
* results-oriented mindset
preferred
* experience with crm tools
* recognized coaching or development qualification