Job Title: Team Leader (Associate)

Location: Amherst, Amherst (Volume)

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 Amherst. 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.

If you are a results-driven leader with a passion for customer service and a commitment to excellence, we invite you to apply for the Team Leader (Associate) position in Amherst. Join us in delivering outstanding service and making a positive impact on our customers and team members.