Team Lead Customer Service Representatives (CSR)

Job Type

Full-time

Job Requirements

• Team Supervision & Leadership: Manage, motivate, and supervise a team of CSRs working on outbound and inbound calls for telecommunications campaigns targeting American customers.
• Performance Monitoring: Monitor individual and team performance to ensure targets are met. Track key performance indicators (KPIs) such as call volume, conversion rates, and sales targets, and provide real-time feedback to improve performance.
• Coaching & Development: Provide regular coaching sessions to help team members improve their sales techniques, customer service skills, and product knowledge. Lead training sessions as needed to ensure the team is up-to-date with the latest campaign strategies.
• Sales Support: Assist CSRs with difficult calls, handle escalated customer concerns, and ensure that all team members are following the company’s sales and service protocols.
• Campaign Execution: Assist the Campaign Manager in the execution and optimization of sales campaigns, ensuring team members are aligned with campaign objectives and targets.
• Quality Assurance: Ensure that CSRs adhere to quality standards, comply with scripts, and maintain a high level of professionalism when interacting with customers.