Customer Service Team Leader Job Description
Customer service team leader
provides guidance to team members by acting as a center of competence on processes, systems and procedures.
Customer Service Team Leader Duties & Responsibilities
To write an effective customer service team leader job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service team leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Communicate effectively with team members, ensuring the delivery of business information
Take responsibility for the development of all team members, ensuring that their skills and knowledge are kept up-to-date and relevant
Ensure that all team members comply with shift allocations and scheduled activities, enabling the achievement of contact centre targets
Conduct monthly 1-2-1 meetings with all team members, ensuring that constructive feedback is delivered on current performance levels
Monitor customer contact, ensuring that team members receive feedback and areas for improvement are highlighted
Motivate team members to achieve targets, contributing to organisational incentive and motivational activities
Support team members in the improvement of their skills and abilities
Conduct regular team briefing sessions within agreed timescales, ensuring that all relevant information is cascaded to team members
Conduct side-by-side coaching in order to ensure that key business targets are being achieved by all team members
Develop and execute plan to ensure continuity of customer service process delivery in the event of unplanned absence of team members (including self)
Customer Service Team Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Team Leader
List any licenses or certifications required by the position: DOT, ITIL, GDS, LEAN
Education for Customer Service Team Leader
Typically a job would require a certain level of education.
Employers hiring for the customer service team leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Business, Education, Performance, Management, Associates, Business/Administration, Technical, Accounting, Economics Education, Supply Chain Management
Skills for Customer Service Team Leader
Desired skills for customer service team leader include:
Customer Service team members
TV Licensing policies and procedures would be helpful
Hospital procedures and systems
Team members
Products within program
Call center automation
Call center automation Required Specific Skills:
Excel
AMS360
Agency systems
Desired experience for customer service team leader includes:
Provides phone coverage as needed during peak periods throughout the week
Provides intra-departmental support and direction as assigned
Monitors CMS in real time to identify and correct representatives not adhering to schedules or improper use of AUX/ACW
Recommends, develops, and implements solutions to process and procedural opportunities within the CCC and individual teams
Provide feedback to the Supervisors regarding CCR’s daily performance, preparing daily metric reports
Shares best practices with other Team Leaders and other areas across the Customer Service organization
Customer Service Team Leader Examples
1
Customer Service Team Leader Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer service team leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service team leader
- Administers assessment quizzes, analyzes results, identifies training opportunities, and communicates these opportunities to the Supervisors
- Roams and answers CCR questions
- Conducts individual and department-wide training
- Identifies and analyzes trends in ES and SAP and takes necessary action
- Participates in projects and other assignments as required
- SAP implementation of transactions and processes
- Experience of resolving complex queries in a pressurised environment
- Strong data, analytical and organisational skills
- Team leadership experience within a contact centre
- Team leadership experience with the ability to multi-task and prioritise a demanding workload
Qualifications for customer service team leader
- High School diploma required, 2-4 year degree strongly preferred
- Have a strong focus on quality of customer service, constantly striving to improve
- Proven track record of managing a large and diverse team
- Developing their expertise to enhance service and build customer relationships
- Liaising throughout the business to proactively manage the impact your team has on company targets and service delivery
- Working closely with sales teams to help deliver the sales strategy
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Customer Service Team Leader Job Description
Job Description Example
Our innovative and growing company is looking for a customer service team leader. 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 service team leader
- Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach
- Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI)
- Monitor and ensure response to customer enquiries
- Troubleshoot and resolve non-routine or complex issues / escalations
- Review, develop and implement processes to meet customer and company directives
- Interaction with sales team, and procurement team
- Ensure team maintains data integrity of systems
- Facilitate business continuity by tracking and ensuring responses to related communications and representing the team in meetings
- Ensure team focus on cost savings and customer service to match the organization’s strategy
- Coordinate activities with other teams to support for documentation
Qualifications for customer service team leader
- 5+ years’ experience as a Customer Service Representative or exceptional performance
- A friendly and personable person who will strive to be part of the company
- Possesses awareness of potential business implications and makes decisions/recommendations appropriately
- Demonstrated ability to coach colleagues • Ability to work independently • Develop and command respect for professional excellence • Foster Effective Teamwork and Collaboration • Understanding Customers – understand customers’ current needs
- Minimum 5 Years Experience Customer Service
- Minimum 2 Years Contract Administration
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Customer Service Team Leader Job Description
Job Description Example
Our growing company is looking for a customer service team leader. 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 service team leader
- Responsible for providing and maintaining a high lever of customer satisfaction to global Food Manufacturing brands, including largest McCormick customer
- Manage day to day activities of the Customer Service team
- Reporting to Customer Service Manager
- Provide leadership and support to the CFM Customer Service team
- Lead performance reviews and development discussions with direct reports, including appraisals
- Establish and communicate performance criteria and metrics to support organization objectives for customer service
- Develop and nurture positive customer/supplier relationships
- Reporting and monitoring of Customer Service metrics, including service levels, service reliability, volume fill and order accuracy
- Perform root cause analysis as and when issues arise
- Act as key liaison with internal McCormick operations (Logistics, Sales, Supply Chain, Finance and Operations)
Qualifications for customer service team leader
- Ability to multitask and thrive in a fast paced teaming environment
- Ability to lead, train, provide feedback and work with minimal supervision
- Ability to create and execute process improvement plans
- Must be able to drive team performance to meet commitments
- Previous experience as a Customer Service Team Leader is essential
- Experience working in a fast paced, sales driven environment is preferable
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Customer Service Team Leader Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer service team leader. 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 service team leader
- Lead continuous improvement initiatives by continually developing procedures and processes to optimize efficiencies affecting order processing to improve value added service to customers, Sales and Customer
- Operational delivery of client service for EMEA region ensuring highest quality standards as per contractual expectations
- Ownership of issues resolution and escalation management
- Effective change management in daily operations and implementation of strategic directions
- Managing & allocating resources and responsibilities across the team to deliver business results
- Coaching, developing and taking care of career development of dedicated team
- Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, and Customer Satisfaction Index (CSI)
- Provide input and recommendations regarding improvements to processes and procedures
- Participate in continuous learning sessions (classroom/e-learning) and utilize all channels of available information to keep abreast of new products/services/policies/procedures
- Use sales and marketing skills to create and drive action plans, promote sales goals and meet targeted sales initiatives
Qualifications for customer service team leader
- Experience of customer service at supervisor level, preferably within a business to business environment
- Demonstrated the desire to progress and take on extra responsibility
- We are ideally looking for candidates educated to A-level or above
- 3 years Business experience in Customer Service or Supply Chain with direct customer interface
- Demonstrates strong initiative to drive improvement efforts
- Strong computer software abilities including Microsoft Office
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Customer Service Team Leader Job Description
Job Description Example
Our growing company is looking to fill the role of customer service team leader. 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 service team leader
- Performance manage team members
- Be familiar with call center Key Performance Indicators (KPI)
- Bachelor of Business Administration degree with a Management or Logistic Management concentration plus 8 years of business to business account management or logistics management experience reflecting increasing levels of responsibility
- Management Certification
- Interviewing, hiring, and training to meet department needs
- Making decisions on staffing levels to provide superior customer service, mediating difficult customer situations, and resolving day-to-day issues
- Tracking trends, analyzing data, initiating technology, and implementing process improvements
- Supervising and giving direction to a team of customer service representatives and ensuring a smooth work flow process for all incoming orders
- Developing, implementing, and maintaining systems and processes necessary
- Manages new and existing client installations, working cross functionally to deliver services in the agreed upon timeframe and according to client expectations
Qualifications for customer service team leader
- Experience in challenging customer service environments
- Influencing and negotiation skills needed when interacting with any of the organizations
- Other language skills will be an asset
- Extensive experience of leading teams and customer care in operations (minimum of 4 years) aimed at reaching the results
- Proven experience in leading the teams including providing feedback, managing expectations and career progression
- Experience in managing external client and development of relations in quickly changing environment