Customer Service Team Manager
3 weeks ago
Customer Service Team Leader Role
As a Customer Service Team Leader at CallForce, you will be responsible for guiding and supporting team members to drive operational and technological efficiencies within the team.
Key Responsibilities:
• To guide and support team members to achieve their targets and deliver exceptional customer service
• Drive operational and technological efficiencies within the team to improve productivity and quality
• Handle difficult customer complaints or enquiries and ensure timely resolution
• Analyse performance statistics of teams, e.g. number of calls per team, number of successful contacts, and ensure corrective action is taken
• Forecasting capacity against plan on a weekly/monthly basis to ensure effective resource allocation
• Ensure adherence to the operational policies and procedures to maintain high standards of quality
• Participating in the recruitment and selection of staff to build a high-performing team
• Monitor performance on a regular basis and provide constructive feedback to team members
• Pro-actively encourage high performance at all times to drive business results
Requirements:
• Min 2+ years customer service team leader experience
• Strong sales ability & ability to handle client objections
• Proven track record of meeting targets and delivering results
• Excellent communication skills in English and 1 other language
• Background in telecommunications will be an advantage
• Clear criminal records
• Strong analytical and problem-solving skills
• Able to work in a fast-paced environment
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