Team Leader

hace 1 semana

Medellín, Colombia EZ Contacts A tiempo completo

Customer Service Team Lead

We are seeking a motivated and experienced Customer Service Team Lead to join our growing team. In this role, you will be responsible for guiding and supporting a team of customer service representatives to ensure the highest levels of customer satisfaction, operational efficiency, and team performance.

Key Responsibilities:Lead, mentor, and coach a team of customer service agents to meet and exceed performance goalsMonitor daily operations and provide real-time support to ensure a smooth workflow

Handle escalated customer issues with professionalism and care

Conduct regular performance reviews and provide constructive feedback

Develop and implement process improvements to enhance the customer experience

Collaborate with management and other departments to align team efforts with company goals

Track and report key metrics including response times, resolution rates, and customer satisfaction

Requirements:2+ years of experience in customer service, with at least 1 year in a leadership or supervisory role

Excellent communication, problem-solving, and interpersonal skillsAbility to remain calm under pressure and manage multiple priorities

Strong understanding of customer service systems, tools, and best practices

Positive, proactive attitude with a passion for delivering outstanding service

Idioma:

- English (Obligatorio)

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