Senior Customer Service Team Leader Job Description
1. The primary objective of this position is to effectively manage a team of Customer Service Representatives, ensuring the continuous improvement of daily customer support operations and enhancing customer satisfaction.
2. This role involves guaranteeing adherence to internal Service Level Agreements with customers and Operational Level Agreements with internal clients and suppliers/partners in the daily activities of the team.
3. A key responsibility is to implement proactive support measures that increase the value added by Customer Service Agents throughout the Orange end-to-end support experience.
4. This includes identifying weaknesses and areas for improvement, proposing operational solutions, and ensuring continuous enhancement of operations.
5. Ongoing tasks include recruiting, coaching, motivating, and evaluating a team of CSR's, as well as detecting performance development areas and implementing necessary corrective actions.
6. Team performance is measured against defined objectives, and reports are provided to both the team and management.
7. The team leader translates group objectives into team objectives, communicates them to the team and management, and takes necessary actions to achieve defined objectives.
8. Managing manpower efficiently within validated forecasts and capacity planning is also crucial to reaching defined objectives.
9. Lastly, supervising the good functioning of escalation procedures and/or standby systems and taking corrective actions when necessary.