Customer Service Team Lead - US Account

Job Description

• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible.
• Follow up on all inquiries received from the team such as complicated cases, and technical issues, and allocate them to the department responsible.
• Provide consistent assistance to team members who are experiencing difficulties in the discharge of their duties by coaching, encouraging, and any suitable means.
• Monitor and assess team members’ performance in all assigned tasks.
• Act as a liaison point between the organization and the customer service team to ensure smooth communication and settling of grievances that may arise in the course of work.
• Give detailed statistical feedback on the performance of team members to the management for staff evaluation and reward purposes.
• Provide proper training to new hires and guide them through their first months of work.
• Generate weekly or monthly report states and validate the customer service team's performance.
• Handle all complicated escalations from customers and direct them to the responsible department.
• Create a time frame for complicated escalation and guide the team to work upon it.
• Manage and supervise their accurate starting time on the portal and supervise their daily actions.
• Approve or disapprove of team members’ requests in terms of, vacations, and excuses. according to the business needs after gaining the final approval from management.

Job Requirements

• Minimum 6 years experience in a call center environment
• Bachelor’s Degree in a relevant field
• Showcase exceptional leadership skills to carry team members along
• Ability to communicate effectively with internal teams, including senior management and peers creating cordial relationships with team members
• Willingness to work as part of a team and complete other tasks as assigned
• The ability to multi-task, prioritize and remain detail-oriented
• Self-starter with a positive, can-do attitude
• Must have a customer-oriented outlook