Job Description

• The Customer Service Team Leader provides world-class support to the Call Center Agents, clients, and customers. The Team Leader supports and develops agents by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and professional development to consistently exceed the team performance targets.

Job Title: Customer Service Team Leader
Job Type: Full-time
Supervisor/Manager: Supervisor

Main Duties and Responsibilities

• Directly manage a team of agents.
• Identify, Prioritize and Coach agent development areas which include mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that are required.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid, and complete information using the right methods/tools.
• Maintains an up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, training, and other briefings.
• Provide appropriate motivational techniques to promote team building and increase team and Call Center morale and helps maintain a good team and working environment.
• Provides assistance to co-workers in resolving customer service issues.
• Provide first call resolution; working with appropriate internal resources, completing necessary follow-up, and ensuring closure of the inquiry.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management.
• Provides accurate and detailed reports as required by client and operations.
• Maintain performance and quality standards based on established call center metrics including turn-around times.
• Ensure that agents have working equipment and all items needed to do their job.
• Perform Adhoc Tasks as needed by the campaign.

Qualifications

• Completed at least 2 years in college.
• Preferably Supervisor/5 Yrs & Up Experienced Employees specializing in Customer Service in Call Center Industry.
• Experience in the Electricity and Gas industry is an advantage, but not required.
• Strong interpersonal and presentation skills.
• Strong organization and project management skills.
• Dynamic and able to adapt to changes.
• Hands-on and able to work across diverse cultures.
• Professional, Enthusiastic, and Customer Service Oriented.
• Proven time management skills with the ability to multi-task.
• Strong attention to detail with a high level of accuracy.
• Proficient in Microsoft Office Products.
• Excellent verbal and written communication skills.
• Excellent telephone presentation.