Team Leader

Firstsource-Solutions-1; Palm Bay (FL); On-site; USD 60,000 - 75,000; Full time

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.

Skills

Customer service ops

Team leadership

Communication

Data analysis

Problem solving

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

CRM software

Job description

Job Title: Team Leader (Associate)

Location: Palm Bay, Florida

Job Summary:

We are seeking a dedicated and experienced Team Leader (Associate) with a strong background in Customer Service Operations to join our dynamic team in Palm Bay, Florida. The ideal candidate will be responsible for overseeing daily operations, ensuring exceptional service delivery, and leading a team of customer service representatives. This role requires a proactive leader who can drive performance, enhance customer satisfaction, and foster a positive work environment.

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 any issues or concerns promptly and effectively.
• Conduct regular team meetings to communicate updates, share best practices, and motivate team members.
• Analyze customer feedback and operational data to identify trends and areas for improvement.
• Ensure compliance with company policies and procedures, as well as 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.

Mandatory Skills:

• Strong knowledge of Customer Service Operations, including best practices and performance metrics.
• Proven leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with a focus on customer satisfaction.
• Ability to analyze data and make informed decisions to drive operational improvements.
• Strong problem-solving skills and the ability to handle challenging situations effectively.

Preferred Skills:

• Experience in a BPO, KPO, or Call Centre environment.
• Familiarity with customer relationship management (CRM) software.
• Knowledge of quality assurance processes and customer service training methodologies.
• Ability to adapt to changing business needs and work in a fast-paced environment.

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 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.