Senior Customer Service Team Lead

hace 2 semanas


Colombia Wir sind Schweizer Marktführerin der Orthopädie- und Rehatechnik und bieten ein ganzheitliches Verso A tiempo completo

Job Summary

We are seeking a highly skilled and experienced Team Leader to join our customer service team. As a Team Leader, you will be responsible for supervising and leading a team of customer service representatives, providing guidance, coaching, and mentorship to ensure excellent customer service delivery.

Key Responsibilities

  • Supervise and lead a team of customer service representatives, providing guidance, coaching, and mentorship to ensure excellent customer service delivery.
  • Monitor team performance metrics and ensure service level agreements (SLAs) are met or exceeded.
  • Handle escalated customer inquiries and complaints, resolving issues promptly and professionally.
  • Collaborate with cross-functional teams to improve processes, enhance customer experience, and achieve business objectives.
  • Conduct regular team meetings, performance evaluations, and provide constructive feedback to team members.
  • Develop and implement training programs to enhance team skills and knowledge.
  • Prepare reports and analyze data to identify trends, recommend improvements, and implement solutions.
  • Assist in recruiting, hiring, and onboarding new team members.
  • Ensure adherence to company policies, procedures, and regulatory requirements.
  • Participate in leadership meetings and contribute to strategic planning initiatives.
  • Implement CNOW methodologies to ensure the team remains agile and responsive to changes.
  • Conduct regular coaching sessions to support individual development and address performance issues.

Requirements

  • Experience in a call center environment is preferred.
  • Experience in financial services is a significant advantage.

Qualifications

  • Bachelor's degree in a related field or equivalent combination of education and related work experience.
  • Minimum of three (3) years of customer support experience.
  • At least two (2) to three (3) years of experience in a leadership or supervisory role within a customer service or operations environment.
  • Must have a stable employment history.


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