Customer Service Team Lead

Job Description

As a Team Leader Customer Service, your role is to oversee the daily operations of the customer service team, aiming to achieve performance targets and enhance customer satisfaction. You will lead and motivate team members, conduct training and coaching sessions, and analyze performance metrics for continuous improvement. Collaboration with other departments is essential to ensure a seamless customer experience while maintaining compliance with health, safety, and corporate responsibility standards.**Key Responsibilities:**- **People Management** - Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.- **Effective Communication** - Set and monitor clear performance goals and service standards. - Facilitate team meetings, ensure timely information sharing, and report potential customer losses.- **Coaching and Performance Management** - Conduct regular coaching and provide immediate feedback to drive customer satisfaction. - Analyze performance data and conduct annual appraisals, promoting accountability and service ownership.- **Employee Development** - Implement training and development plans to upskill employees. - Identify high-potential staff for leadership roles to support succession planning.- **Customer Satisfaction & Retention** - Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention. - Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations.- **Resource Management** - Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs. - Report and resolve equipment issues promptly to maintain operational efficiency.- **Corporate Responsibility and Health & Safety** - Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations.- **Customer Experience** - Drive initiatives that enhance customer experience, modeling behaviors that deliver exceptional service in line with market trends. - Encourage adherence to best practices through continuous coaching and support.- **Change Management****Qualifications Required:**- Graduate or Postgraduate in any field**Additional Details:** The role reports to the Zonal Customer Service Manager and involves supervising 8 to 12 direct reports of Customer Service associates/executives.**Work Experience:**- 5 to 7 years of relevant experience in customer service within express logistics or a related industry.- Minimum of 2 to 3 years of team handling experience.**Technical Competencies:**- Performance Management- Coaching and Development- Communication Skills- Data Analysis- Customer Relationship Management- Resource Optimization- Health & Safety Compliance**Behavioral Competencies:**- Leadership- Adaptability- Empathy- Problem-Solving- Accountability- Integrity- ResilienceIf you are interested in this position, you can share your resume on hidden_email a Team Leader Customer Service, your role is to oversee the daily operations of the customer service team, aiming to achieve performance targets and enhance customer satisfaction. You will lead and motivate team members, conduct training and coaching sessions, and analyze performance metrics for continuous improvement. Collaboration with other departments is essential to ensure a seamless customer experience while maintaining compliance with health, safety, and corporate responsibility standards.**Key Responsibilities:**- **People Management** - Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.- **Effective Communication** - Set and monitor clear performance goals and service standards. - Facilitate team meetings, ensure timely information sharing, and report potential customer losses.- **Coaching and Performance Management** - Conduct regular coaching and provide immediate feedback to drive customer satisfaction. - Analyze performance data and conduct annual appraisals, promoting accountability and service ownership.- **Employee Development** - Implement training and development plans to upskill employees. - Identify high-potential staff for leadership roles to support succession planning.- **Customer Satisfaction & Retention** - Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention. - Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations.- **Resource Management** - Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs. - Report and resolve equipment issues promptly to maintain operational efficiency.- **Corporate Responsibility and Health & Safety** - Ensure compliance with health, safety, and environmental standards,

Keyskills :
Performance ManagementCommunication SkillsData AnalysisCustomer Relationship ManagementResource OptimizationLeadershipAdaptabilityAccountabilityIntegrityCoachingDevelopmentHealthSafety ComplianceEmpathyProblemSolving