Team Leader - Customer Service

Sky Service Cards-Team Leader-Sky Channel-Contact Centre Inbound

As the Team Leader for the Sky Service Cards team, you will be a key driver of the team's performance and a champion of a positive work environment. Your role involves managing daily operations, administrative tasks, and serving as a liaison between the team and other departments. You will lead, motivate, and support the team, ensuring efficient and effective service delivery while maintaining a safe and healthy workplace.

• Lead and manage the Sky Service Cards team, providing clear direction and support to achieve goals.
• Inspire and motivate team members, fostering a positive and collaborative work culture.
• Monitor and evaluate team performance, offering regular feedback and performance reviews.
• Promptly address and resolve any team-related issues or conflicts, ensuring a harmonious work environment.
• Ensure the health, safety, and well-being of team members, implementing necessary measures.
• Foster open communication within the team and with other departments, promoting transparency.
• Coordinate with stakeholders to ensure smooth operations and efficient customer service delivery.
• Stay updated on industry trends and best practices, implementing improvements as needed.
• Maintain accurate records and documentation for team activities and performance.
• Act as an escalation point for complex customer inquiries, ensuring timely and effective resolutions.

• A minimum of 3 years of experience in a team leadership role, preferably in a contact center or customer service environment.
• Strong leadership and motivational skills, with the ability to inspire and guide a diverse team.
• Excellent communication and interpersonal skills, fostering open and transparent dialogue.
• Proven track record of managing and improving team performance, with a customer-centric approach.
• Knowledge of customer service best practices and a commitment to delivering exceptional service.
• Familiarity with contact center operations, including quality assurance processes.
• Proficiency in using relevant software and tools for team management and performance tracking.
• Analytical skills to interpret data, identify trends, and make informed decisions.
• Ability to work independently, manage multiple priorities, and adapt to changing circumstances.
• A positive, proactive attitude, with a passion for continuous improvement and a focus on team success.

Experience Level

Senior Level