Customer Service Supervisor / Call Center Team Lead

Overview

Key Responsibilities

• Supervise day-to-day operations of the call center team, ensuring compliance with service standards and company policies.
• Train, mentor, and support customer service representatives to enhance performance and develop skills.
• Monitor call metrics and team performance, providing feedback and implementing actions for improvement.
• Handle escalated customer inquiries and resolve complex issues effectively.
• Collaborate with management to develop customer service strategies and implement best practices.
• Prepare reports on team performance and customer feedback for management review.

Qualifications

• Bachelor’s degree in Business Administration, Communication, or a related field; relevant certifications in customer service management are a plus.
• **3+** **years** of experience in customer service, with at least **1*** year* in a supervisory or leadership role.
• Excellent communication and interpersonal skills, with a strong customer-centric approach.
• Proficient in call center software and tools.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Salary