Customer Service Representative (Csr) Team Leader

Job Description:
Customer service team lead manages employee schedules and ensures that the department is adequately staffed during peak times. Have a strong drive to lead and develop your team to achieve greater success. Should portray “lead by example” attitude. Leading the team with fun, collaborative, hardworking, positive attitude to the workplace. Serve as a point of escalation for complex calls, providing real-time answers and peer-to-peer feedback. Directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. Ensures that the team completed all the deliverables in a timely manner and performing their tasks in accordance to the set SOPs. In time, build a training manual to on board future customer service agent. Monthly evaluation of team members using the KPI set by the manager. Monitoring their performance and note areas for improvement and then meeting directly with the team member to discuss their performance. Responsible for training new hires and take note for the performance that needs further training needed. Responsible for creating reports for the monthly performance of the team and suggest ideas on how to improve internal process of the department.
Minimum Qualifications:
Minimum of 5 years experience in a related field is required for this position Preferably Supervisor/ 5 years and up experienced employee specialized in Customer Service Knowledgeable in Microsoft Office. Strong analytical skills and problem-solving skills Excellent in conflict resolution. Above average leadership skills Excellent in coaching, mentoring and interpersonal skills Must be excellent in creating reports and making data analysis. A strong command over written and verbal English.