We're looking for an enthusiastic Senior Team Leader who is passionate about empowering a team of experts to deliver exceptional service and exceed customer expectations. This is an opportunity to make a meaningful impact by fostering team growth, enhancing performance, and ensuring every customer interaction reflects our commitment to excellence.
Key Responsibilities: 1. Team Leadership and Management:Lead, manage, coach, and motivate a team of experts to achieve individual and team performance goals.Foster a positive and collaborative team environment that encourages professional growth and high morale.Facilitate ongoing professional development and career advancement opportunities.2. Customer Experience:Advocate for customer needs to enhance the customer experience.Resolve complex or escalated complaints to ensure satisfaction and retention.3. Innovation and Process Improvement:Lead initiatives to enhance customer experience, reduce costs, and improve service delivery.Utilize customer feedback and data analytics to drive continuous improvement.4. Operational Oversight:Monitor and analyze key performance indicators (KPIs) to ensure team objectives are met, including customer satisfaction, response times, and sales targets.Develop and implement strategies to improve team performance, efficiency, and customer service quality.Manage inbound and outbound call workflows to ensure timely resolution of customer inquiries and demands.5. Performance Monitoring and Reporting:Track and analyze KPIs to ensure team objectives are met.Present detailed performance reports to senior management, identifying trends, areas for improvement, and key actions for improvement.Identify and manage variations in performance, implementing corrective actions to ensure consistency and alignment with set objectives and KPIs.6. Quality Assurance:Maintain high customer service standards through regular quality assessments and process improvements.Ensure compliance with regulatory requirements and company policies.Qualifications: Bachelor's degree in Business Administration, Marketing, or a related field preferred.5 years of experience in customer service and sales, with at least 2 years in a supervisory or team lead role.Proven track record of achieving sales targets and driving customer satisfaction.Strong leadership and team management skills, with the ability to inspire and develop team members.Excellent communication and interpersonal skills.Analytical mindset with the ability to interpret data and make data-driven decisions.Proficiency in CRM software and other relevant technologies.Ability to work in a fast-paced environment and manage multiple priorities.
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