Job Description
Description
In this role, you will be responsible for overseeing the daily operations of the customer service team, ensuring the highest level of customer satisfaction, and achieving departmental goals. This role involves supervising a team of customer service representatives, training and mentoring staff, resolving complex customer inquiries, and ensuring adherence to company policies and service standards.
Role & Responsibilities:
- Supervise a team of customer service representatives, ensuring team members are performing effectively and meeting performance targets.
- Provide coaching, guidance, and feedback to staff to improve individual and team performance.
- Foster a positive and collaborative team environment that encourages professional growth and high morale.
- Manage daily shift schedules and ensure adequate coverage to meet customer demands.
- Conduct regular team meetings to discuss performance, share updates, and address concerns.
- Oversee the resolution of complex customer issues, ensuring that inquiries and complaints are handled promptly and professionally.
- Review customer interactions (calls, emails, chats, etc.) to ensure quality standards are maintained.
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Monitor customer service metrics (e.g., response time, resolution time, customer satisfaction) and take corrective actions as needed.
- Track key performance indicators (KPIs) for the customer service team, such as average handle time, first call resolution, and customer satisfaction scores.
- Identify training needs and coordinate ongoing training programs for customer service representatives.
- Evaluate and refine customer service workflows to enhance operational efficiency and customer satisfaction.
- Ensure the team adheres to company policies, procedures, and service standards.
- Collect customer feedback and share insights with management to improve service quality and products.
- Oversee the use of customer service software, CRM tools, and other technologies to ensure smooth operations and accurate data tracking.
Skills
Skills & Competencies:
- Strong leadership and team management skills.
- Excellent verbal and written communication skills.
- Ability to handle customer complaints and difficult situations with professionalism and empathy.
- Strong problem-solving and decision-making abilities.
- Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
- Excellent organizational and time-management skills, with the ability to manage multiple priorities.
Education & Qualifications:
- Bachelor’s degree in Business, Communications, or related field (preferred), or equivalent work experience.
- Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
- Experience in Banking or Telecom Industry
- Proven track record of managing and motivating a team to meet performance goals
