FatakPay Digital - Team Leader - Customer Service

Role Team leader Customer service.

Role Summary:

- The Team Lead - Customer Service is responsible for managing a team of customer service agents, ensuring high-quality support to customers, meeting performance targets, and driving team success.

- The role involves coaching agents, monitoring service levels, resolving escalations, and ensuring customer satisfaction in a fast-paced contact centre environment.

Key Responsibilities:.

Team Management:

- Supervise, guide, and motivate a team of customer service agents.

- Monitor daily operations to ensure team members meet their KPIs, including call handling, resolution time, and quality scores.

- Schedule and manage agent shift to ensure coverage during peak hours.

Performance Monitoring and Coaching:

- Conduct regular performance reviews and one-on-one coaching sessions.

- Provide constructive feedback to improve agent performance, communication skills, and customer-handling abilities.

- Identify areas for training and skill development.

Customer Issue Resolution:

- Handle escalated customer queries and complaints to ensure quick and satisfactory resolutions.

- Analyse recurring issues and suggest process improvements to minimize escalations.

Performance Reporting:

- Prepare and share team performance reports, including productivity, quality, and customer satisfaction metrics.

- Highlight areas of concern and recommend solutions to improve performance.

Process Improvement:

- Collaborate with the operations and quality teams to streamline processes and enhance customer experience.

- Ensure compliance with company policies, contact centre protocols, and customer service best practices.

Motivation and Team Engagement:

- Build a positive and energetic work environment that fosters teamwork and high morale.

- Recognize and reward top-performing agents to maintain team motivation.

Qualifications and Skills:

Education:.

- Bachelor's/Masters degree or equivalent experience in a related field.

Experience:

- 2-3 years of experience in a contact center or customer service environment.

- Minimum 1 year in a leadership or team management role.

Skills Required:

- Strong leadership and people management skills.

- Excellent verbal and written communication skills.

- Problem-solving and conflict resolution abilities.

- Ability to analyse performance metrics and provide actionable feedback.

- Proficiency in using CRM tools, contact centre software, and Microsoft Office Suite.

Behavioural Traits:

- Customer-focused with a positive attitude.

- Ability to stay calm under pressure and manage a fast-paced environment.

- Strong decision-making skills and accountability.

- Adaptable to process changes and business needs.

Key Performance Indicators (KPIs):

- Team Productivity (Average Handling Time, First Call Resolution).

- Customer Satisfaction Scores (CSAT).

- Quality Assurance Scores.

Agent Attendance and Retention.

Benefits:

- Competitive salary and performance incentives.

- Health and wellness benefits.

- Growth and career development opportunities.

- A collaborative and supportive work environment.