Senior Team Leader

As the Senior Team Leader, you will play a vital role in guiding and developing a team of CCEs.

Your responsibilities

will include overseeing daily operations, implementing strategies to enhance customer satisfaction, and ensuring the team's adherence to company policies and procedures. You will also be responsible for training and mentoring new CCEs, fostering a positive and collaborative work environment, and driving continuous improvement in customer service standards.

Lead and motivate a team of CCEs, providing guidance and support to ensure high-quality customer service. Oversee daily operations, ensuring efficient issue resolution and timely response to customer inquiries. Implement strategies to enhance customer satisfaction, including identifying areas for improvement and implementing best practices.

Conduct regular performance evaluations and provide constructive feedback to CCEs, fostering a culture of continuous learning and development. Train and mentor new CCEs, ensuring they are equipped with the necessary skills and knowledge to excel in their roles. Collaborate with other departments to resolve complex customer issues and ensure a seamless customer experience.

Monitor and analyze customer feedback and trends, identifying opportunities for process improvement and innovation. Ensure compliance with company policies and procedures, maintaining a high standard of professionalism and ethical conduct. Build and maintain positive relationships with internal stakeholders, fostering a collaborative and supportive work environment.

Stay updated with industry trends and best practices, continuously seeking opportunities to enhance the team's performance. A minimum of 5 years of experience in a customer service leadership role, preferably in a back-office or contact center environment. Proven track record of successfully leading and mentoring a team, with a focus on customer satisfaction and employee development.

Excellent communication and interpersonal skills, with the ability to build strong relationships and provide effective feedback. Strong problem-solving and analytical skills, with the ability to identify trends and implement process improvements. Proficiency in using customer relationship management (CRM) systems and other relevant software tools.

Ability to work independently and manage multiple priorities in a fast-paced environment. Excellent organizational and time management skills, with a focus on attention to detail. A customer-centric mindset, with a passion for delivering exceptional service and a commitment to continuous improvement. Strong leadership and team-building skills, with the ability to inspire and motivate a diverse team.

A flexible and adaptable approach to work, with the willingness to learn and embrace new technologies and processes.