Customer Service Team Lead: Telecommunication Systems
3 days ago
Job Description Summary
Our Shift Supervisor plays a vital role in maintaining the highest level of customer satisfaction while ensuring operational efficiency. The successful candidate will be a leader who can motivate and develop their team, driving results-oriented performance.
This role involves:
ResponsibilitiesEffective Leadership
- Coach and develop staff, empowering them to take ownership of tasks and responsibilities.
- Conduct regular check-ins, providing constructive feedback and suggestions for improvement.
- Foster open communication channels, ensuring transparency and addressing concerns promptly.
Service Delivery
- Implement strategies to enhance customer satisfaction, ensuring that service standards are consistently met.
- Resolve customer complaints and concerns efficiently, leveraging active listening skills and empathy.
- Collect and analyze customer feedback, using insights to inform process improvements.
Performance Management
- Establish clear goals and expectations, linking individual performance to departmental objectives.
- Monitor and report on team performance, highlighting areas of strength and improvement.
- Develop personalized development plans to support career growth and professional development.
Trend Analysis and Signal Management
- Conduct thorough analysis of signal trends, identifying areas for improvement and implementing corrective measures.
- Liaise with cross-functional teams to optimize signal response times and improve overall performance.
- Develop and implement targeted training programs to enhance staff competencies.
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