Customer Service Team Lead
3 weeks ago
About the Role:
We are seeking a highly skilled and experienced Service Excellence Manager to join our team at Huntress Search Ltd. As a Service Excellence Manager, you will be responsible for leading a dedicated team of customer service representatives in a fast-paced call centre setting.
Key Responsibilities:
- Motivate and develop your team to achieve and exceed individual and team performance goals in a call centre environment.
- Analyse call metrics and service levels to identify trends, implement strategies, and optimise team performance.
- Conduct regular call evaluations and provide constructive feedback to team members to maintain high-quality standards.
- Act as the point of contact for escalated customer enquiries, resolving issues with professionalism and efficiency.
- Develop and deliver training programs for new hires and ongoing training for existing team members, focusing on product knowledge and service excellence.
- Collaborate with management to identify and implement process improvements that enhance the customer experience and streamline operations.
- Create a supportive and engaging work environment by organising team-building activities and recognising individual and team achievements.
- Generate regular reports on team performance, customer satisfaction, and operational efficiency to inform leadership decisions.
Requirements:
- Proven experience leading a customer service team within an office support function.
- Strong leadership skills with a focus on motivation and team development.
- Excellent communication and interpersonal skills, with the ability to connect with team members and customers alike.
- Analytical mindset with experience in interpreting performance data and metrics.
- Familiarity with call centre software and CRM systems.
- Problem-solving skills with the ability to manage escalations effectively.
- A customer-centric approach and a passion for delivering outstanding service.
Huntress Search Ltd is an equal opportunities employer and welcomes applications from all qualified candidates.
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