Customer Service Team Leader - Inbound

-Monitor service queues to ensure resources are allocated effectively and SLA is achieved-Manage daily operations and ensure agents adherence to assigned schedules and break times-Validate CRM requests to ensure data accuracy and process compliance-Develop team member to enhance KPI metrics Average Handle Time, First -Call Resolution and Customer Satisfaction-Identify and cover knowledge gaps and schedule regular training sessions to keep the team updated on procedures and policies-Lead the training of new team members-Handle customers’ escalations-Provide monthly performance evaluations for all team members-Provide reports regarding team productivity and performance

-Strong skills in Customer Service, Customer Support, and Customer Satisfaction-Proficiency in Customer Service Management, including the ability to guide and lead teams effectively-Excellent Communication skills, including active listening and problem-solving-Previous experience in a leadership role is an advantage-Ability to work under pressure and handle escalated issues with professionalism-Bachelor's degree in Business Administration, Communication, or related field is preferred-Experience + 4 years