What are the responsibilities and job description for the Customer Service Team Lead position at HR Pals & Recruiting Pals?
Job Overview
The ideal candidate will be a seasoned contact center professional with a proven track record of leading high-performing teams. As a Call Center Team Lead, you will be responsible for overseeing daily operations, managing team performance, and ensuring exceptional customer experiences.
Key Responsibilities
- Team Leadership: Guide and coach a team of customer support agents to achieve top-tier performance in quality, productivity, and attendance metrics.
- Process Expertise: Be a product and process expert, providing deep knowledge of tools, services, and customer needs to ensure team success.
- Customer Escalations: Handle complex or high-priority customer issues with poise and professionalism.
Requirements
- Contact Center Experience: Minimum 3 years in a contact/call center environment, preferably with lead experience.
- Communication Skills: Excellent verbal and written communication skills, with fluency in English.
- Organizational Skills: Strong organizational, project management, and multitasking skills.
