Customer Care Team Leader
New
H
HelloConnectCustomer care
Source API remote eligibility restrictions: United StatesFull-TimeLead
Salary not disclosed
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Job Details
- Required Skills
- Customer serviceQuality Assurance
Requirements
- Ability to guide, motivate, and support a team of customer service agents.
- Ability to monitor performance against productivity and quality KPIs.
- Ability to conduct performance evaluations, give feedback, and address performance concerns.
- Ability to handle escalated customer issues and complaints professionally.
- Ability to identify training needs and collaborate on resolving knowledge gaps.
- Ability to coordinate recruitment, onboarding, training, and team schedules.
- Ability to manage payroll and timekeeping accurately and on time.
Responsibilities
- Motivate, guide, and support team members through regular communication and one-on-one meetings.
- Address team concerns, share updates, conduct performance evaluations, and provide feedback and improvement interventions.
- Handle escalated customer issues and complaints in a timely, professional manner.
- Ensure the team meets daily productivity and quality KPIs.
- Monitor performance, identify knowledge gaps, and address training needs through QA processes.
- Collaborate with Training and Operations to resolve knowledge gaps and streamline processes.
- Initiate improvements to service efficiency and campaign effectiveness.
- Perform core customer service tasks for 20% of the role.
- Assist with recruitment, onboarding, and training, and manage team schedules.
- Oversee payroll and timekeeping, facilitate communication across teams, and escalate issues to the CS Lead.
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