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Customer Service Team Leader
hace 2 meses
Job Summary: We are seeking a highly skilled Customer Service Team Leader to manage, evaluate, develop, and lead our Customer Service teams to ensure the effective implementation and execution of our customer service and administration strategy.
Key Responsibilities:
- People Management: Lead and manage a team of customer service professionals to ensure operational excellence and high-quality customer service.
- Information Sharing and Collaboration: Facilitate information sharing and create a collaborative working environment to drive team performance and customer satisfaction.
- Competence Development: Develop and implement training programs to enhance team members' skills and knowledge.
- Performance Monitoring: Monitor and lead team performance to ensure alignment with company goals and objectives.
- Customer Experience Improvement: Use customer service data to identify areas for improvement and implement changes to enhance customer experience.
- Compliance and Operations: Ensure teams comply with company policies and procedures, and manage team operations within budget.
- KPI Management: Meet key performance indicators (KPIs) and ensure teams are aligned with company goals.
Requirements:
- Leadership Skills: Proven people leadership skills with experience in managing teams.
- Language Skills: Native speaker of Spanish, with good level of English and Italian/Portuguese language skills an asset.
- IT Knowledge: Familiarity with IT systems and tools.
- Customer Service Experience: Prior working experience in customer service or administration and team leading.
- Education: Higher vocational diploma in technical or commercial sciences.
