What are the responsibilities and job description for the Team Leader of Client Service- Specialty Operations position at CSC?
Service Team Leader
On-Site 3/2 Hybrid Schedule
Springfield, IL
Monday-Friday, 9am-6pm
CSC’s Litigation Management Services team is seeking a Team Leader to lead a Specialty Operations group, who are responsible for providing great customer service, while ensuring quality, efficiency, and timeliness for service of process related functions.
The Team Leader will be responsible for supervising, managing, motivating, and guiding team members daily. As a Team Leader, you will be the primary contact person for all team members, so communication skills must be excellent. A successful candidate in this position will be comfortable getting into the details of the day-today work of the team. Ultimately, the Team Leader will lead by setting a good example and engaging the team to achieve goals.
Some of the things you’ll be doing:
• Create an inspiring team environment with an open communication culture
• Develop key performance indicators and set clear team goals
• Delegate tasks effectively and set deadlines
• Oversee day-to-day operations
• Monitor team performance and conduct performance reviews
• Handle customer complaints and address escalations with customers
• Design and implement process and operational policies
• Full spectrum of employee management, development, and training
• Motivate team members to achieve objectives
• Discover training needs and providing coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and rewarding accomplishments
• Ensure the highest levels of productivity, service, and client satisfaction levels
• Organize team-building activities
These are the technical skills, experience, and qualifications that would make someone successful:
• 5 years of leadership experience, preferably in customer service
• A proven history of successfully mentoring and developing employees
• In-depth knowledge of developing and utilizing performance metrics
• Proficiency with MS Office, especially Excel
• Tremendous written and verbal communication skills
• Organizational and time management skills
• Decision-making skills
• Excellent change management skills
• Strong analytical and problem-solving skills
• Attention to detail
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