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Remote Team Lead
1 semana atrás
We are seeking a seasoned Customer Service Team Lead to join our team at United Call Centers. As a leader in customer experience solutions, we provide multilingual support for various industries. Our fully remote workforce enables us to connect businesses with highly skilled professionals who deliver top-notch customer service. In this role, you will oversee and support our customer service teams in delivering exceptional service.
Your Key Responsibilities Will Include:
- Leading and mentoring a team of remote customer service agents, ensuring high performance and engagement
- Monitoring daily operations, tracking key performance metrics, and implementing strategies for continuous improvement
- Providing coaching and real-time support to agents, helping them resolve complex customer inquiries
- Conducting quality assessments and performance evaluations, offering constructive feedback
- Serving as the primary point of contact between agents and management, escalating issues when necessary
- Developing and implementing best practices to enhance efficiency and customer satisfaction
- Collaborating with training teams to ensure agents receive ongoing development and product knowledge updates
Requirements:
- Proven experience as a Customer Service Team Lead or in a similar supervisory role
- Strong leadership skills, with the ability to inspire and manage remote teams effectively
- Excellent problem-solving and decision-making abilities
- Hands-on experience with customer service tools, CRM systems, and performance tracking metrics
- Fluency in English (C1/C2) and German (C1/C2)
- Ability to analyze data and drive performance improvements
- Experience working in remote, multicultural teams
- Strong communication and conflict resolution skills
