Job Description
About This Role
Job Summary
The group leader customer service is responsible for managing the team of customer service representatives in charge of handling customers’ requests (phone/email) and providing high quality support to all our departments according to CAE processes and procedures.
Main Responsibilities
- Ensure the proper functioning of the customer service department by organizing the workload, defining and implementing processes, policies and methods to increase efficiency and productivity;
- Manage, coach and motivate the members of the team through effective communication, regular meetings and training sessions;
- Analyze and interpret data related to team performance, identify areas for improvement and implement strategies to enhance overall results;
- Monitor trends and changes in customer needs and expectations, and ensure that the team adapts its approach accordingly;
- Act as a liaison between the customer service team and other departments within the organization to ensure a smooth flow of information and resolve any issues or conflicts that may arise;
- Implement measures to improve the quality of services provided by the team, including training programs, process improvements, and technology solutions;
- Gather feedback from customers and use it to make recommendations on how to improve the overall customer experience.
Qualifications
- University degree in Business Administration, Economics, Psychology, Communication or similar field;
- At least 5 years of experience in leading a team in a contact center environment;
- Proven ability to analyze complex problems and develop innovative solutions;
- Excellent communication skills (oral and written), active listening and empathy;
- Strong leadership skills, with the ability to motivate and guide a team towards achieving common goals;
- Ability to multitask, prioritize tasks, and manage time effectively;
- Proficiency in MS Office applications (Excel, Word, PowerPoint);
- Experience with CRM software (Salesforce) is a plus.