Join to apply for the Team Leader - Inbound role at HelpGrid
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The Team Leader is responsible for overseeing a team of Customer Service Representatives, ensuring they provide exceptional service, meet performance goals, and contribute to a positive and productive work environment. They will play a crucial role in coaching, mentoring, and developing team members to achieve their full potential.
Responsibilities:
* Lead, motivate, and coach a team of Customer Service Representatives to achieve and exceed individual and team performance targets (e.g., CSAT, saved sale, efficiency).
* Monitor team performance through key metrics, providing regular feedback and implementing strategies for improvement.
* Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to support agent development and address performance issues.
* Assist team members with complex customer inquiries and escalations, ensuring timely and effective resolution.
* Ensure adherence to company policies, procedures, and quality standards.
* Foster a positive, collaborative, and supportive team environment that encourages open communication and knowledge sharing.
* Analyze team performance data to identify trends, challenges, and opportunities for process improvement.
* Contribute to the development and implementation of new customer service strategies and initiatives.
* Act as a point of contact between the team and management, communicating team performance, challenges, and successes.
* Manage the fair and consistent application of performance management and disciplinary measures as necessary. Recognize and reward team and individual achievements.
* Participate in the recruitment and onboarding process for new team members.
* Collaborate with the Trainers and QAs to develop and execute action plans for performance improvement.
* Stay updated on product knowledge, company policies, and industry best practices.
* Perform other duties and responsibilities as assigned.
Required Qualifications:
* Prior experience in a customer service supervisory or team lead role with a strong track record of success.
* Excellent communication (verbal/written) and interpersonal skills, with the ability to motivate and influence others.
* Strong coaching, mentoring, and feedback skills.
* Exceptional problem-solving and decision-making abilities.
* Ability to analyze data and identify trends.
* Excellent organizational and time management skills.
* Proficient computer skills, including CRM systems, Google Apps and Microsoft Office Suite.
* Strong understanding of customer service principles and best practices.
* Ability to remain calm and composed under pressure.
* Proactive and results-oriented approach.
* Ability to work effectively both independently and as part of a larger leadership team.
* Willingness to work flexible hours, including evenings, weekends, and holidays (as needed)
* Experience in handling customer inquiries via multiple channels (phone, email, chat).
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Technology, Information and Internet
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