Customer Service Team Leader

• Supervise, support, and coach a team of customer service representatives to meet individual and team KPIs.
  

• Monitor daily operations and ensure prompt and professional customer support across all communication channels.
  

• Handle escalated customer issues and provide effective resolutions.
  

• Conduct regular performance evaluations, feedback sessions, and training initiatives to improve team skills.
  

• Ensure compliance with customer service policies, procedures, and quality standards.
  

• Analyze customer feedback and service data to identify trends, suggest improvements, and report on team performance.
  

• Collaborate with other departments to resolve cross-functional issues affecting customer satisfaction.
  

Requirements

• Bachelor’s degree in Business, Communications, or a related field (preferred).
  

• Minimum of 2 years of experience in a team leader/supervisory role within a customer service environment.
  

• Strong leadership, coaching, and conflict-resolution skills.
  

• Proficient in using CRM systems, helpdesk software, and Microsoft Office tools.
  

• Ability to work under pressure, manage priorities, and drive team performance.
  

• Customer-oriented mindset with a passion for delivering exceptional service.