Customer Service Operation Team Leader (External Contract)

Responsibilities:
Lead and supervise a team of customer service representatives, providing guidance, coaching, and support to enhance their performance.
Monitor team members' performance, productivity, and adherence to established service standards.
Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for training and development.
Handle escalated customer inquiries and complaints, ensuring swift and satisfactory resolutions.
Collaborate with the Customer Service Manager to develop and implement service strategies, policies, and procedures.
Coordinate and lead team meetings to communicate updates, share best practices, and address any challenges.
Foster a positive team culture by promoting teamwork, motivation, and recognition of achievements.
Ensure proper handling and recording of customer interactions in the CRM system.
Analyze customer service metrics and key performance indicators (KPIs) to identify areas for improvement and implement action plans.
Stay up-to-date with industry trends and best practices in customer service to enhance the team's performance.
Liaise with other departments to resolve complex customer issues and improve overall service efficiency.
Collaborate with recruitment and HR teams in the hiring and onboarding process for new team members.
Conduct regular training sessions to enhance the team's product knowledge, communication skills, and service techniques.
Requirements:
Proven experience as a Customer Service Team Leader or in a similar supervisory role.
Strong leadership and management skills, with the ability to motivate and inspire the team.
Excellent communication and interpersonal skills to build strong relationships with team members and customers.
Sound understanding of customer service principles and practices.
Proficiency in using CRM systems and customer service software.
Strong problem-solving abilities to handle challenging situations and customer inquiries.
Ability to work in a fast-paced environment and handle multiple priorities effectively.
Customer-focused mindset with a passion for delivering exceptional service.
Flexibility to adapt to changing business needs and requirements.
Previous experience in the same industry or related field is a plus.