Job Title: Team Leader (General)
Department: Operations
Reports To: Cindy
Job Summary:
The Team Leader is responsible for overseeing daily team operations, ensuring representatives provide exceptional customer support, meet performance targets, and maintain a positive team culture.
Key Responsibilities:
Escalated Issue Resolution: Handle and resolve complex customer issues or special requests.
Team Onboarding & Training: Support onboarding and training to ensure team success.
Career Development: Identify strengths, growth areas, and collaborate with leadership on career progression.
Communication & Information Sharing: Keep the team informed and foster collaboration through tools like Google Meets and Slack.
Continuous Improvement: Collaborate on process improvements and implement solutions.
Scheduling & Coverage: Ensure proper team coverage by working closely with the scheduling team.
Client Reporting: Provide weekly and monthly client performance summaries.
Personal Development: Demonstrate a learning mindset and continuously develop new skills.
Required Qualifications:
Customer service experience
Fluency in English with strong written and verbal communication skills
Proficiency in data entry and system navigation
Ability to maintain confidentiality
Preferred Qualifications:
Experience with CRM systems
Familiarity with Google Workspace
Key Competencies:
Leadership: Motivate, guide, and support team members to meet targets while maintaining a positive culture.
Problem Solving: Resolve escalated issues, make informed decisions quickly, and involve the team in problem resolution.
Coaching & Development: Identify team members’ strengths and provide feedback to help them grow.
Communication & Interpersonal Skills: Strong communication, active listening, and clear goal-setting.
Collaboration: Work effectively with other leaders and departments, promoting team success.
Time Management & Organization: Balance multiple tasks, prioritize urgent needs, and maintain optimal team performance.
Continuous Improvement: Identify areas for team process enhancements and adopt new methods for increased efficiency.
Client-Focused Mindset: Strive to exceed client expectations and provide timely, effective updates.
Adaptability: Adjust quickly to changing priorities and maintain resilience in the face of challenges.
Confidentiality & Integrity: Uphold confidentiality and professionalism while handling sensitive information.
Physical Requirements/Work Environment
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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