Customer Service Team Manager

hace 2 semanas


San Francisco, Heredia, Costa Rica Digital Risk, Llc. A tiempo completo

Company Overview

Mphasis is a technology company that helps enterprises transform businesses globally. We apply next-generation technology to provide hyper-personalized digital experiences to our clients and their end customers.

Job Description

The Team Lead is a senior member of the CSR team responsible for ensuring effective and quality team performance. They manage a team of CSRs on day-to-day basis, train, develop, and manage them. The Team Lead monitors and ensures compliance with guidelines and departmental requirements.

Responsibilities

  • Manage and Develop Customer Service associates
  • Train and develop team members
  • Monitor compliance with guidelines and departmental requirements
  • Main point of contact for work time and attendance, scheduling, and overtime regulations
  • Responsible for managing attrition and backfill
  • Carry out performance management of all CSRs in the team
  • Collaborate with other teams to discuss business on a regular basis
  • Communicate strategic initiatives to front-line CSRs
  • Facilitate information with Operations Managers and Account managers
  • Effectively communicate and collaborate internally with the Service Delivery team

Qualifications

  • Professional Skills: Customer Service, Verbal Communication, Written Communication, Teamwork, Relationships, Organizational Awareness, Learning Agility, Analysis, Problem Solving, Process Orientation, Prioritization
  • Computer Skills: Microsoft Word, Excel, Outlook required
  • Previous experience (> 5 years) in customer service call center environment required
  • Previous team leader experience preferable


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