Job description

Customer Service Team Leader

The Team Leader for Customer Service division plays a vital role in guiding and supporting our customer service team to deliver exceptional service to our clients. This position is responsible for overseeing daily operations, ensuring the team meets performance metrics, and maintaining high standards of customer satisfaction.

Responsibilities are as follows and not limited to:

A Team Leader for Customer Service for LSG is expected, but not limited to comply with the following tasks and responsibilities for the Management position:

• Ensure all employees start their shifts on time and that their tools are functioning properly.
• Respond promptly to all requests and concerns.
• Work collaboratively with the team based on business needs.
• Conduct monthly audits of team performance.
• Delegate tasks to team members to manage workload effectively.
• Ensure the customer service team meets performance metrics, including order counts and email handling, as well as achieving minimum audit scores.
• Make sure each email or request is addressed promptly, either by yourself or by delegating it to a team member.
• Act as the main point of contact for escalations and issues, alongside the Account Manager.
• Report client feedback to the LSG Operations and Quality Departments and the Account Manager.
• Notify the LSG Operations Department and Account Manager of any employee absenteeism.
• Provide support to the team whenever concerns arise.
• Conduct coaching sessions with team members as needed.
• Share best practices with the team.
• Comply with additional requests from LSG and clients.
• Meet both personal and team performance targets.
• Perform other duties as assigned.