Lead Customer Service Representative

Job Summary

A company is looking for a Lead Customer Service Representative.

Key Responsibilities

• Supervise a team of help desk/call center agents, including hiring, onboarding, and performance management
• Manage daily operations to ensure adherence to service-level agreements and handle escalated customer inquiries
• Monitor and analyze team performance metrics to provide insights for process improvements

Required Qualifications

• 3-5 years of lead or supervisory experience in a call center environment
• Experience with team performance metrics and reporting
• Strong operational oversight and problem-solving skills
• Ability to foster a customer-focused culture among team members
• Good typing speed of at least 50 WPM