Customer Care Team Lead Job Description

Customer Care Team Lead Job Description

4.5
170 votes for Customer Care Team Lead
Customer care team lead provides support and management of the call center team in the absence of the Call Center Team Manager.

Customer Care Team Lead Duties & Responsibilities

To write an effective customer care team lead job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care team lead job description templates that you can modify and use.

Sample responsibilities for this position include:

Establishes objectives and conducts regular performance reviews for his/her team, conducting quality monitoring of Training Specialists performance, delegating and distributing work to the team
Gather and analyze multiple data points and observation to identify trends for improvement for the team and the individual team members
Oversee the daily activities of team members by monitoring team call volumes, order activity, accuracy and professionalism
Assist with training of new hires and ongoing training of existing team "on the spot training" as required and coaching to assigned team
Should also continue to expand upon product training and soft skills of team and self
Manage guest feedback for product development
Assist with team coordinator with payroll, performance manage missed punches, pay corrections, etc
Review daily order exception reports, directing team members to clear exceptions
Verify team time sheets
Respond to Executive team, proceed urgent requests and providing resolution updates

Customer Care Team Lead Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Customer Care Team Lead

Typically a job would require a certain level of education.

Employers hiring for the customer care team lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Technical, Education, General Education, Business, Business/Administration, Finance, Computer, Associates, Accounting, Coaching

Skills for Customer Care Team Lead

Desired skills for customer care team lead include:

Procedures
Team
Trending and call center reporting to recommend process improvements and efficiency gains
Of the duties of the Customer Care Specialist and Sr
Of the duites of the Customer Care Specialist and Sr
Company call center operations
Product
BSA as it relates to the job function
Company procedures
Computers

Desired experience for customer care team lead includes:

The ability to make things happen by encouraging and channeling the contribution of others
Provides input into goal setting and provides performance feedback
Customer Care Representatives with day-to-day activities and provide them with guidance and motivation
Manage revenue by making sure the proper fees are being charged consistently including upgrades, change fee’s, and all holiday and extra night charges
Book Hilton Select members 3/2 and Hilton Hotel Reservations
Participate in S&OP meetings, sales meetings, and other business meetings as required

Customer Care Team Lead Examples

1

Customer Care Team Lead Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer care team lead. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer care team lead
  • Continually maintain and expand personal understanding of order entry/inquiry/financial systems/Quote System, procedures and applications
  • Track open tasks and average time to close for team
  • Perform call monitoring and team side by sides per yearly MBO’s
  • Establish and maintain partnership with Team and if applicable assigned Sales Reps and Management support defined business requirements and drive customer satisfaction
  • Continue to learn and to ensure that team successfully completes all training as it relates to the ERP/CRM system and other systems
  • Team Leads should be system experts as it relates to ERP and CRM
  • To insure team is cross trained
  • Have business dependent authorization for expediting, alternate packaging offerings, incoterms determination, customer returns/debits/credits, and off-spec inventory and customer risk prioritization during high volume time periods throughout the year
  • Monitor all inbound queues, including phones, email, and Salesforce.com
  • For providing front line, direct contact with clients and customers
Qualifications for customer care team lead
  • Proficiently with PC Based software required, Word and Excel
  • Diploma/certificate in HR/other related field
  • Excellent English spoken and written is a must
  • Fluent in Spanish or Italian • Experience in leading teams is a must
  • 3+ years of working experience in an SSC environment is a must
  • Experience in a call center operations
2

Customer Care Team Lead Job Description

Job Description Example
Our company is looking for a customer care team lead. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer care team lead
  • Maintain an active sales performance management
  • Maintain regular contact with the other functions of the company involved in our day to day activities (eg
  • Investigate and resolve queries in the area of responsibility escalated by the HR Customer Care
  • Banner (CIS)
  • Service Link (Field Logistical Interface)
  • AMRA ( Meter Reading Interface)
  • Meter Reading Systems
  • ASOA (Service Order Management Interface)
  • Banner / Lawson General Ledger Interface
  • State Compliance Interface
Qualifications for customer care team lead
  • You have fundamental IT knowledge (MS Office, Lotus Notes, MFG/Pro, Oracle, MS Outlook)
  • Must be willing to work weekday and weekend OT
  • Must be proficient in Microsoft Office products including Word, Excel, and Outlook
  • Active listening skills and effectively communicates in a way that engages others in dialogue and builds rapport
  • Fluency in Czech, Slovak, Hungarian, Romanian, Russian or Polish is required
  • 1 additional language in scope is an advantage • Experience in leading teams
3

Customer Care Team Lead Job Description

Job Description Example
Our growing company is looking to fill the role of customer care team lead. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer care team lead
  • Recognizes and reports to management trends in employee and customer calls that may identify system/product related issues
  • Better Business Bureau Portal
  • Sprout (Social Media Interface)
  • Align Analytics
  • InfoStream
  • Consistently and effectively fulfill Customers ordering and informational requests and general inquiries
  • Provide an exceptional level of customer service by ensuring that "inbound" calls are answered quickly and efficiently to achieve the most optimal level of satisfaction for our customers
  • Track performance to corporate goals
  • Adjust to, react to, and address issues and problems and reallocate resources as needed
  • Operate within the policy and procedure guidelines
Qualifications for customer care team lead
  • Drive continuous improvement initiative
  • Knowledge of MS Office and Windows required
  • Previous Loan experience required
  • Must complete a minimum of 12 months work experience as Customer Care Loan Research Specialist
  • Must have a 3.0 or better overall Performance Rating in current role
  • High School Diploma, College or Associate Degree
4

Customer Care Team Lead Job Description

Job Description Example
Our growing company is looking for a customer care team lead. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer care team lead
  • Coach and mentor team members to improve baseline performance to provide friendly and empathetic assistance to all customers
  • Maintain a high level of customer Service within the team
  • Lead and overlook a team of 4-5 employees
  • Workload monitoring for the team
  • Generate and maintain all department records
  • Offer continues support and timely follow up if they have experience difficulties
  • Effectively manage the inflow of telephone and electronic contact to maintain optimal servicing of customers’ needs and requests
  • Actively contribute to the achievement of department call activity objectives, , percent of call to queue, average queue time, average handle time, average abandon rate, and average speed of answer
  • Listen to customers and sales representative’s complaints, problems/concerns and identify the specific areas, which are of greatest concern
  • Provide research as required by Sales Force to support their account’s ordering/pricing activities
Qualifications for customer care team lead
  • Fluently in English and German speaking and writing
  • Focussed on processes and structures
  • Hands on mentality and used to working autonomic
  • 2 or 3 year College/University degree or equivalent
  • Previous experience working in a customer service focused role is necessary
  • Strong change leadership and decision making skills including self awareness, and confidence to work in an energetic and diverse environment
5

Customer Care Team Lead Job Description

Job Description Example
Our innovative and growing company is looking for a customer care team lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer care team lead
  • Provides daily direction and communication to team members so that customer service duties are performed in a safe, timely, efficient and knowledgeable manner
  • Contributes to performance review process for team members
  • Product Info - Samples
  • Delivery Times - Product size / weight
  • Document CCSR training sessions and provide feedback to management
  • Work with Health Care Services (HCS) to ensure customer pricing integrity is maintained working with FIS to support financial programs
  • Maintain and place priority attention to and ongoing" Continuous Improvement Plan"
  • Support up-selling initiative
  • Perform other essential duties and/or work as assigned
  • Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, actions taken
Qualifications for customer care team lead
  • Must have a professional and courteous telephone manner
  • Intermediate understanding of real estate is preferred
  • Minimum of three years of prior experience in inside sales is required
  • Five (5) plus years of inside/outside sales environment is preferred
  • High school degree with previous customer service/customer relations experience is required
  • Minimum 5 years of Customer Service and/or Sales Support experience is required

Related Job Descriptions

Resume Builder

Create a Resume in Minutes with Professional Resume Templates