Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at7m5

Job Overview: The Team Leader in Customer Service is responsible for leading, motivating, and supporting a team of customer service representatives to ensure high-quality service delivery. This role involves managing day-to-day operations, overseeing the performance of the team, and ensuring that customer issues are resolved promptly and effectively. The Team Leader will also play a key role in training and development, process improvement, and ensuring customer satisfaction standards are met consistently.

Key Responsibilities:

-
Team Leadership:
- Supervise and manage a team of customer service representatives.
- Set clear performance goals and expectations for the team.
- Motivate, coach, and develop team members to meet performance targets and enhance skills.
- Provide support and guidance to the team on handling customer inquiries and resolving issues.
-
Customer Service Excellence:
- Ensure the team delivers a high level of customer satisfaction.
- Monitor and evaluate customer service interactions to ensure quality and consistency.




- Address escalated customer concerns or complaints in a professional and timely manner.
-
Training & Development:
- Provide ongoing training and development opportunities for team members.
- Conduct regular one-on-one meetings with team members to assess performance and offer feedback.
- Identify areas for improvement and recommend solutions to enhance the customer experience.
-
Performance Management:
- Track and report on team performance, including KPIs such as customer satisfaction, call resolution times, and service levels.
- Conduct regular performance reviews and provide constructive feedback.
- Develop action plans for underperforming team members and ensure improvements are made.
-
Behavioral Management:
- Coach and guide customer service representatives on effective communication, de-escalation techniques, and problem-solving strategies.
- Provide ongoing support in managing customer behavior challenges, ensuring that a

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at7m5

📌 Team Leader (Bogotá)
🏢 Booth & Partners
📍 Bogotá