Team Lead

Department:

Customer Service

Typical Tenure for this Role:

2-4 years

Promotion to this role is subject to availability.

Role Overview

Role Description

The Customer Service Team Lead is responsible for supervising a group of customer service representatives, ensuring team members meet performance goals and maintain high service standards. This role focuses on mentoring and providing guidance and feedback to help staff develop their skills. The Lead resolves escalated issues, fosters a positive, collaborative environment, and takes on project work to identify root causes, improve processes, and implement new initiatives that enhance the customer experience and team efficiency.

Key Skills & Competencies

The focus for the Team Lead is on coaching, operational improvement, and leadership autonomy:

Coaching & Team Development Strategy:

Coach: Proven ability to effectively coach team members and provide guidance.
Teach Versus Tell: Possessing the ability to coach and develop by guiding team members to solutions rather than simply providing answers.
Identify Root Cause: Exceptional analytical skill to Identify the root cause of recurring customer issues or process failures.

Operational Management & Initiative:

Project Management: Foundational competence in Project Management to lead team-level initiatives.
Work Independently: Takes full ownership of team operations and performance metrics.
Demonstrates Initiative: Proactively identifies and implements new best practices.
Creativity: Demonstrates Creativity in developing solutions for persistent operational challenges.

Conflict & Leadership Temperament:

Calm Demeanor: Maintains a calm demeanor under pressure, essential for managing escalations.
Conflict Resolution: Mastery of conflict resolution techniques to mediate team issues and manage escalated customer calls.