Customer Service Team Lead — Operations & Performance

Firstsource-Solutions-1

Palm Bay (FL)

On-site

USD 60,000 - 75,000

Full time

2 days ago

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Job summary

Firstsource-Solutions-1 in Palm Bay, Florida is seeking a Team Leader (Associate) to oversee daily customer service operations and lead a team of representatives. The role emphasizes driving performance, delivering exceptional service, and maintaining strong client relationships.

The ideal candidate will have 3+ years in customer service operations with leadership experience, plus proficiency in MS Office and data analysis.

Qualifications

Bachelor's degree in Business Administration, Management, or related field.
Minimum 3 years of experience in customer service operations, with at least 1 year in a leadership role.
Proven track record of achieving performance targets and enhancing customer satisfaction.
Strong proficiency in Microsoft Office Suite and data analysis tools.

Responsibilities

Lead and manage a team of customer service representatives, providing guidance, support, and training to ensure high performance.
Monitor team performance metrics and implement strategies to improve service quality and efficiency.
Develop and maintain strong relationships with clients, addressing issues promptly and effectively.
Conduct regular team meetings to communicate updates and motivate team members.
Analyze customer feedback and operational data to identify trends and areas for improvement.
Ensure compliance with company policies and procedures and industry regulations.
Collaborate with other departments to enhance service delivery and operational processes.
Prepare and present reports on team performance and customer satisfaction to senior management.