As the Team Leader for Customer Service, your role is multi-faceted. You'll assist the Assistant Manager in overseeing the customer service reps (phone, chat, and email) and serve as the primary point of contact for product-related queries and procedural issues.
Key Responsibilities:
- Assist the Assistant Manager in leading and managing a group of customer service reps. You're the primary go-to for any product-related questions and for clarifying processes and procedures.
- Provide consistent and individualized coaching for focused agents based on their performance metrics and peer feedback.
- Lead a team of new hires Equip them with skills and evaluate them before they reach actual Production
- Actively monitor team dynamics and customer interactions to identify potential issues proactively. Take the initiative to solve these before they escalate.
- Ensure team members feel heard and are encouraged to share their concerns and feedback.
- Get Others Involved: Build strong relationships with departments like Product, Workforce Management, and Quality Assurance and Training to effectively address and resolve team-related issues.
- Deep Dives and Projects: Ensure all reporting is accurate and completed in a timely manner, whether it's for your team or for higher-ups.
Qualifications
- At least a year in the LS customer service team
- No active Attendance Sanctions
- The applicant should be Meeting or exceeding the KPI goals for 3 months
Requirements
What You Should Have:
- Ability to work well with a diverse team
- Excellent verbal and written communication skills
- Solid problem-solving abilities
Nice to have, but not required:
- Prior experience in team management or leadership roles
- Coaching Experience
- Familiarity of Google Workspace Tools
- Familiarity with Zendesk or similar ticketing systems