Customer Service Team Leader

Customer Service Team Leader

Position Overview: We are seeking a highly motivated Customer Service Team Leader, leading teams for a global consultancy. The ideal candidate will be responsible for managing and supporting a team of customer service representatives to ensure the delivery of exceptional customer service experiences to a renowned US Finance company Customer Service offering.

This is a W2 Contract opportunity, initially for 12-18 months, working fully remote.

*Candidates must be living in The USA.

Core skills/experience for the Customer Service Team Leader position:

• Proven experience of Leading Customer Service teams in reputable organisations.
• Manage and lead a team of customer service representatives, including training and performance management.
• Develop and implement customer service policies and procedures that ensure timely and accurate resolution of customer inquiries and complaints.
• Build strong relationships with clients and work collaboratively to deliver exceptional customer service experiences.
• Monitor team performance and provide regular feedback and coaching to team members to ensure they meet their performance objectives.
• Identify areas for process improvement and implement strategies to streamline customer service processes and improve overall team efficiency.
• Create and maintain reports that provide insights into customer service metrics, such as response times, issue resolution rates, and customer satisfaction levels.
• Develop and maintain strong product knowledge and stay up-to-date on industry trends to provide relevant information and recommendations to customers.

Please apply now for more information on the position - Customer Service Team Leader.