Team Lead - Customer Experience

Group Bayport, a US Headquartered Organization, is a rapidly growing global e-Commerce, B2B2C, B2B, and B2C organization and an industry leader in print technology. We operate in the United States, Canada, Australia, New Zealand, the UK, and India through our family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages, and shades, we help our customers, clients, and partners to make a personalized statement through customization.

The Team Leader for Customer Service is responsible for leading a team of customer service representatives to ensure the delivery of exceptional customer service experiences. This role involves overseeing daily operations, providing guidance and support to team members, and collaborating with other departments to resolve customer issues effectively.

• Team Management: Lead, coach, and mentor a team of customer service representatives to achieve performance targets and deliver high-quality service. Conduct regular performance evaluations, provide feedback, and identify opportunities for skill development and improvement. Foster a positive and collaborative team environment that encourages open communication, teamwork, and continuous learning.
• Operational Oversight: Monitor and manage team performance metrics, including call handling times, response rates, customer satisfaction scores, and other key performance indicators. Ensure adherence to established processes, procedures, and service level agreements (SLAs) to maintain efficiency and consistency in service delivery. Identify operational challenges or bottlenecks and implement solutions to optimize team performance and enhance customer satisfaction.
• Customer Interaction: Handle escalated customer inquiries or complaints, demonstrating empathy, professionalism, and a commitment to resolving issues promptly and satisfactorily. Serve as a point of contact for complex or sensitive customer cases, liaising with other departments as needed to facilitate resolution and ensure customer satisfaction.
• Training and Development: Coordinate and facilitate training sessions for new hires and existing team members to ensure they have the knowledge and skills required to excel in their roles. Provide ongoing coaching and support to help team members improve their performance, enhance their customer service skills, and achieve their career development goals.
• Reporting and Analysis: Generate and analyze reports on team performance, trends in customer inquiries or feedback, and other relevant metrics to identify areas for improvement and inform decision-making. Use data-driven insights to develop strategies and initiatives aimed at enhancing customer satisfaction, increasing efficiency, and driving continuous improvement within the team.

• Bachelor's degree or equivalent work experience in customer service or a related field.
• Proven experience in a leadership or supervisory role, preferably in a customer service or call center environment.
• Strong interpersonal and communication skills, with the ability to effectively interact with team members, customers, and other stakeholders.
• Excellent problem-solving and decision-making abilities, with a focus on delivering solutions that meet both customer needs and business objectives.
• Proficiency in using customer service software, CRM systems, and other relevant tools to manage team workflows and track performance metrics.
• Demonstrated ability to prioritize tasks, manage multiple responsibilities simultaneously, and adapt to changing priorities in a fast-paced environment.

• Flexibility to work shifts, including evenings, weekends, and holidays, as needed to support operational requirements.
• Willingness to undergo additional training or certifications as required to enhance job performance and professional development.