Coordinate Customer Service Team The primary responsibility of a customer service team lead is managing a team of customer service personnel.
They may work in a call center or in an office, coordinating their team throughout their shift. If a customer service team provides 24-hour support, the customer service team lead manages employee schedules and ensures that the department is adequately staffed during peak times.
Additionally, a customer service team lead also answers team members’ questions and provides advice. Provide Direct Customer Support A customer service team lead responds directly to customers who need assistance.
They may answer phone calls or emails from customers to provide quick resolution of issues and questions or may provide assistance to a team member.
Customer service team leads tend to provide more direct customer support during the department’s busiest times, but also assist customers throughout their shift.
Review and Resolve Escalations If a customer service team member is unable to resolve a customer’s question or complaint, they usually escalate the call to a customer service team lead.
The team lead then identifies a solution to the customer’s query or directs them to another department that can provide assistance.
Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.
Evaluate Team Members Many customer service team leads conduct periodic reviews and evaluations of team members. Team leads monitor employee performance and note areas for improvement, often using an employee evaluation rubric and then meeting directly with the team member to discuss their performance.
A customer service team lead may also make recommendations to HR departments if an employee is consistently not meeting expectations.
Support Process Improvement Customer service team leads improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
They may gather data related to customer contact and interactions and use this data to prepare reports and analyses of which processes are working and which can be improved.
Train New Hires Many customer service team leads train new hires in their departments. They work closely with new team members to instruct them on company policies and best practices for resolving customer calls.
Additionally, customer service team leads monitor new team members’ activities and performance during the first few weeks of training and onboarding to determine where further training is needed.
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