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How many Customer Services Team Leader jobs are available on Pertemps?

There are 50 Customer Services Team Leader jobs available on Pertemps right now.

What does a Customer Services Team Leader do?

A Customer Services Team Leader is responsible for leading and managing a team of customer service representatives to ensure the delivery of excellent customer experiences. This role involves overseeing daily operations, resolving escalated issues, and fostering a positive and efficient work environment within the customer services department.

Tasks required include:

• Provide strong leadership and guidance to a team of customer service representatives..
• Motivate, coach, and develop team members to achieve individual and team goals..
• Manage the day-to-day operations of the customer services team, ensuring adherence to schedules and service level agreements..
• Monitor and assess team performance against key performance indicators (KPIs)..
• Handle escalated customer issues and complex queries, ensuring prompt and satisfactory resolutions..
• Provide support and assistance to team members in resolving customer concerns..
• Conduct regular quality assessments of customer interactions to ensure service excellence..
• Offer constructive feedback to enhance individual and team performance..
• Coordinate and conduct training sessions for new and existing team members..
• Identify training needs and implement development plans to improve team capabilities..
• Prepare and analyse performance reports, highlighting key metrics and areas for improvement..
• Report on customer feedback trends and celebrate team achievements..
• Contribute to the development and improvement of customer service processes..
• Implement initiatives to enhance efficiency and effectiveness in service delivery..
• Foster open communication within the team and with other departments..
• Disseminate important information, updates, and changes effectively..
• Collaborate with other team leaders, supervisors, and managers to address cross-functional issues and improve overall customer experience..
• Actively participate in meetings and share insights for continuous improvement..
• Ensure team adherence to company policies, procedures, and compliance standards..
• Uphold ethical standards and maintain a positive team culture..

What are the entry requirements for a Customer Services Team Leader?

There are no pre-set entry requirements. Candidates are recruited with a variety of academic qualifications and/or relevant experience. Specialist qualifications may be required for work within certain sectors.