Team Lead - Customer Service
About the Role
As a Team Lead for Customer Service at OmniTech Solutions, you will be responsible for leading and managing a team of customer service representatives to ensure exceptional service delivery and optimal team performance. You'll play a crucial role in maintaining our high standards of customer satisfaction while developing and mentoring your team members to achieve their full potential. This leadership position requires strong communication skills, team management expertise, and a deep understanding of customer service best practices. You'll be responsible for monitoring team performance, handling escalations, implementing process improvements, and ensuring that all customer interactions meet our quality standards. This role offers the opportunity to shape the customer experience, develop future leaders, and contribute to our continued success in the competitive BPO market while working in a dynamic, client-focused environment.
What You Will Be Doing
- Lead and manage a team of customer service representatives to ensure exceptional service delivery
- Monitor team performance metrics including response times, resolution rates, and customer satisfaction scores
- Provide coaching, training, and development opportunities for team members
- Handle customer escalations and complex issues that require management intervention
- Implement and maintain quality assurance processes to ensure consistent service delivery
- Conduct regular team meetings, performance reviews, and one-on-one sessions
- Develop and implement process improvements to enhance efficiency and customer satisfaction
- Ensure team compliance with company policies, procedures, and client requirements
- Manage team schedules, workload distribution, and resource allocation
- Prepare and present regular reports on team performance and customer service metrics
Required Skills & Qualifications
- Bachelor's degree in Business Administration, Communications, or related field
- 4+ years of experience in customer service, with at least 2 years in a leadership role
- Proven track record of leading teams and achieving customer satisfaction targets
- Strong leadership and team management skills with ability to motivate and develop staff
- Excellent communication and interpersonal skills for team and client interactions
- Strong analytical and problem-solving skills with attention to detail
- Experience with CRM systems, customer service tools, and performance metrics
- Understanding of customer service best practices and quality management principles
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously
- Strong customer focus and commitment to delivering exceptional service experiences
Nice to Have
- Certification in customer service management or team leadership
- Experience with workforce management systems and scheduling tools
- Previous experience in BPO or call center environments
- Knowledge of quality assurance processes and customer service metrics
- Experience with process improvement methodologies (Six Sigma, Lean)
- Multilingual skills for international customer service operations
Benefits & Perks
- Competitive salary with performance bonuses
- Health insurance and comprehensive benefits package
- Professional development and training opportunities
- Flexible work arrangements and remote work options
Apply for this Position
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