CSR - Team Lead - Playmate Leisure Solutions Corp

CSR - Team Lead (Onsite)

This role requires strong leadership, excellent communication skills, and a hands-on approach to providing guidance and support to team members in an office environment.

Key Responsibilities:

• Team Leadership:
• Lead and manage a team of customer service representatives specializing in email support, ensuring they meet performance expectations.
• Monitor team productivity and quality, offering continuous feedback, coaching, and mentoring.
• Conduct regular team meetings and one-on-one sessions to address any challenges, provide motivation, and promote best practices.
• Oversee daily scheduling and allocation of tasks to ensure proper coverage and efficient handling of incoming email inquiries.
• Email Support Management:
• Supervise the email support queue to ensure timely, professional, and accurate responses to customer inquiries.
• Handle escalated customer inquiries and complex issues, ensuring they are resolved effectively and promptly.
• Ensure team members maintain a high standard of customer service in all email communications, adhering to the company’s tone, policies, and best practices.
• Training and Development:
• Train new hires and provide ongoing development to ensure team members are up-to-date with processes, tools, and product/service knowledge.
• Regularly assess team performance and deliver training sessions or workshops as needed to improve skills and efficiency.
• Quality Assurance:
• Monitor and evaluate email interactions to ensure consistent service quality.
• Implement corrective actions and improvement initiatives to enhance team performance, customer satisfaction, and overall quality standards.
• Conduct regular audits of email responses to ensure compliance with company guidelines and policies.
• Process Improvement:
• Identify opportunities to streamline and improve email support processes for greater efficiency.
• Collaborate with other departments to ensure a seamless customer experience across all communication channels.
• Reporting and Analytics:
• Track and analyze team performance using key metrics, such as response times, resolution rates, and customer satisfaction levels.
• Prepare regular performance reports for management, offering insights and recommendations for continuous improvement.
• Customer Satisfaction:
• Ensure all customer interactions are handled with empathy and professionalism, focusing on resolving issues on the first point of contact.
• Drive customer satisfaction initiatives and ensure high-quality service delivery at all times.

Qualifications:

• 2+ years of experience in customer service, with at least 1 year in a leadership or supervisory position.
• Excellent written communication skills and a strong ability to express empathy and clarity in email communication.
• Proven leadership skills with the ability to motivate and guide a team.
• Strong problem-solving and decision-making capabilities.
• Experience with customer service tools, such as Zendesk, Freshdesk, or other email support platforms.
• Strong organizational and multitasking skills with the ability to manage a team in a fast-paced, onsite environment.

Preferred Qualifications:

• Prior experience as an Email Support Team Lead or in a similar leadership role.
• Knowledge of CRM systems, email automation tools, and performance analytics software.
• Ability to manage a diverse team and work collaboratively in a dynamic work environment.

Work Environment:

• This position is 100% onsite, based in our office location.
• A professional, fast-paced, and team-oriented environment.