Customer Service Team Leader

Job Summary

A company is looking for a Customer Service Team Leader to oversee and enhance the performance of the Customer Service Team for Guided Visas.

Key Responsibilities

• Lead and empower a team of Customer Service Agents, promoting their professional development through effective coaching and teamwork
• Monitor team performance metrics such as Customer Satisfaction and Quality Scores, implementing continuous improvement plans
• Foster a positive team environment that motivates agents and enhances overall productivity and retention

Required Qualifications

• Proven experience in leading and developing Customer Service teams in a dynamic environment
• Strong passion for Customer Service with a data-driven approach to decision-making
• Demonstrated ability to manage performance, including coaching and providing feedback
• Experience in analyzing data to identify trends and improvement opportunities
• Fluent in English, both oral and written, for effective communication with a diverse customer base