customer service team lead

51Talk Headquarters

<div>
 
 
 Responsibilities:
 
 
 <ul>
 <li>
 Lead, mentor and manage the team to achieve and exceed monthly reservation rate and attendance rates targets and KPIs.
 </li>
 <li>
 Monitor and assess team performance, providing regular feedback and implementing strategies to enhance effectiveness.
 </li>
 <li>
 Conduct calls to prospective customers to promote and sell our products and services.
 </li>
 <li>
 Handle customers&lsquo; inquiries and convert them into sales opportunities.
 </li>
 <li>
 Understand customer needs and requirements to provide appropriate solutions .
 </li>
 <li>
 Follow up on marketing leads and maintain accurate and up-to-date records of all activities in the CRM system.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 <ul>
 <li>
 Proven experiences as a customer service manager or in a similar supervisory role.
 </li>
 <li>
 Strong understanding of customer relationship and sales management.
 </li>
 <li>
 Ability to motivate and drive a team to achieve targets.
 </li>
 <li>
 Excellent leadership, communication, and interpersonal skills.
 </li>
 </ul>
 
 
 
 
 Working hour: Sunday - Thursday 12PM - 9PM, Saturday 12PM-4PM
 
 
 Office address: 1st Floor, 7Z, Etisalat Club Rd, Ezbet Fahmy, El Basatin, Cairo Governorate 4234302
 
</div>

Customer Service Team Lead

Options outsourcing

Position Overview:The Customer Service Manager will oversee daily operations of our call center, manage a team of customer service representatives, and implement strategies to improve customer satisfaction, efficiency, and performance. The ideal candidate is a strong communicator, analytical thinker, and inspirational leader with experience in fast-paced customer service environments.Key Responsibilities :<ul><li>Lead, coach, and develop a team of customer service representatives to meet and exceed KPIs and service standards.</li><li>Monitor daily operations and call center metrics to identify opportunities for improvement.</li><li>Handle escalated customer inquiries with professionalism and efficiency.</li><li>Collaborate with other departments to streamline communication and enhance customer experience.</li><li>Conduct performance reviews, provide ongoing feedback, and support career development.</li><li>Develop and implement training programs and operational procedures.</li><li>Prepare and present reports on service performance, trends, and team productivity.</li></ul>Job Type: Full-timePay: From E&pound;28,000.00 per month

Customer service manager

IntouchCX

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re looking for a Team Lead (English/German Bilingual) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partner’s brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
 
As a Team Lead (Supervisor)(English/German Bilingual), You Will…
 
<ul>
<li>Manage and supervise CSRs</li>
<li>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees</li>
<li>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Use critical thinking to develop solutions to improve business performance and partner success</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop incentive programs to motivate CSRs to achieve desired outcomes</li>
<li>Coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc.) to properly resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
<li>Gain expert level knowledge on all partner products and promotions</li>
<li>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes</li>
<li>Act as a role model and exemplify Our 10 Things (cultural values)</li>
</ul>
As a Team Lead (Supervisor)(English/German Bilingual), You Have…
 
<ul>
<li>Must be bilingual in both English and German, written and verbal. Language proficiency will be a key competency to be successful in this role</li>
<li>University degree with a major in Business or related field</li>
<li>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to type 30 WPM with accuracy</li>
<li>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset</li>
<li>The ability to use spreadsheet applications to maintain and develop operational reporting</li>
<li>Exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>The ability to work a variety of shifts, including days, evenings and holidays</li>
</ul>

Team Lead (English/German Bilingual)

Coats Group plc

<div>Date: 27 Oct 2025
Location: PK
Company: Coats
<div><div>Education and Experience required-</div>
<ul>
<li>Business Graduate from a reputed university.</li>
<li>At least 6-8 years&rsquo; working experience in customer service/relevant fields; including minimum 2 years in the team lead / Manager capacity.</li>
</ul>
<div>Job Role includes-</div>
<div>
Service &amp; Operational Management</div>
<ul>
<li>Ensure that that the company&rsquo;s guideline &amp; SOPs are followed in customer service management.</li>
<li>Prompt &amp; effective communication and coordination with the customers to ensure superior customer service experience</li>
<li>Deliver Customer Services related KPIs</li>
<li>Work closely with the Sales team to deliver customers&rsquo; orders on time and as per the defined priorities</li>
<li>Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers</li>
<li>Taking customers&rsquo; queries on Company products, services, tools and serving them appropriately.</li>
<li>Complaint Handling</li>
<li>Deal with the complaints quickly and solve within the defined timelines to achieve Customers&rsquo; satisfaction.</li>
<li>Investigate customers&rsquo; complaints/concern, find out the root causes and apply permanent solutions.</li>
<li>Close coordination with QA and Operation teams to address customer complaints promptly.</li>
<li>Escalating the cases to the senior management and cross functional teams when necessary to avoid potential risk.</li>
<li>People Management</li>
<li>Training &amp; development of the team</li>
<li>Coaching of under performers to lift them up to the required levels</li>
<li>Ensure team alignments to deliver the function KPIs</li>
<li>Digital Services</li>
<ul><li>Facilitate the development of key Digital Services and e-Com activities and provide guidance, training and support to the internal customers for effective implementation</li>
<li>Conduct customer surveys on Customer Services &amp; Digital tools adoption etc., and prepare feedback / reports for the management</li>
<li>Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective &amp; efficient sampling services in line with CCE service guidelines</li>
<li>Development &amp; implementation of processes &amp; tools, after necessary approvals, to improve the customer service standards</li>
</ul><li>Reports/Administration</li>
<li>Daily, weekly and monthly reporting</li>
<li>Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team</li>
<li>NPI launches</li>
<li>Coordination with the import team to ensure Finished Goods&rsquo; import orders are processed &amp; delivered on time</li>
<li>Lead projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc</li></ul></div></div>

Customer Service Manager

Planlab Solutions

Please read the job details carefully before applying, as we are seeking a skilled, experienced candidate only.Location: Model Town Link Road, Lahore Shift: Afternoon (1 PM onwards, 9-hour shift)About the Role:PlanLab Solutions is seeking an experienced, competent, and highly adaptable Customer Service Manager to lead and manage support operations across multiple client projects. This role requires someone with exceptional communication skills, strong leadership qualities, and the ability to guide teams while maintaining top-tier service quality.The ideal candidate must have 1&ndash;2+ years of proven experience in customer support or service management, including hands-on expertise with CRM tools like Zendesk, Tidio, Gorgias, Slack, and other internal team management platforms.You will oversee customer support agents, ensure project-level service excellence, collaborate with international clients, and maintain smooth communication across teams and departments.Key Responsibilities:<ul><li>Lead, manage, and support customer service teams across multiple client projects.</li><li>Maintain 10/10 communication with team members, ensuring clarity, motivation, and accountability.</li><li>Oversee day-to-day support operations, ensuring timely and accurate responses across email, chat, and phone channels.</li><li>Train, mentor, and upskill support agents for quality assurance and continuous improvement.</li><li>Adapt quickly to different project requirements, tools, workflows, and client expectations.</li><li>Collaborate with internal teams using Slack and other management tools to ensure seamless workflow.</li><li>Monitor KPIs, performance metrics, and customer feedback to maintain service excellence.</li><li>Handle escalations professionally, providing effective resolutions and preventing recurrence.</li><li>Ensure CRM tools (Zendesk, Tidio, Gorgias, etc.) are utilized efficiently and maintain updated records.</li></ul>Requirements:<ul><li>Minimum 2+ years of experience in customer support, service management, or team leadership roles.</li><li>Strong command of English &mdash; written, spoken, listening, and comprehension.</li><li>Hands-on experience with Zendesk, Tidio, Gorgias, and other CRM platforms.</li><li>Proficiency in Slack and internal team management tools.</li><li>Excellent communication and interpersonal skills for leading teams and interacting with international clients.</li><li>Strong problem-solving abilities with the capacity to make decisions independently.</li><li>Ability to multitask and adapt to shifting project needs.</li><li>Comfortable managing afternoon shifts and fast-paced environments.</li><li>Strong organizational skills with attention to detail.</li></ul>Why Join Us?<ul><li>No sales targets or commission pressure &mdash; focus strictly on quality service and team leadership.</li><li>Opportunity to manage diverse international projects.</li><li>Supportive, collaborative, and growth-driven work culture.</li><li>Chance to expand your management skills and career path.</li></ul>How to Apply:Please submit your resume along with a cover letter highlighting:<ul><li>Your experience in team management</li><li>CRM tools you&rsquo;ve worked with (Zendesk, Tidio, Gorgias, etc.)</li><li>Your strengths in communication, leadership, and client handling</li></ul>Only shortlisted candidates will be contacted for further steps.seeking a skilled,Job Types: Full-time, ContractPay: From Rs50,000.00 per monthApplication Question(s):<ul><li>How many years of experience do you have managing customer service or support teams? Please describe your responsibilities in your previous role.</li><li>Which CRM and communication tools have you used (e.g., Zendesk, Tidio, Gorgias, Slack, Reamaze, Salesforce, ZohoDesk, Freshdesk )? Please list your experience with each.</li><li>What&rsquo;s one innovative idea or process improvement you introduced in your previous role that made a noticeable impact on customer experience or team efficiency?</li><li>Are you comfortable working afternoon shifts (1 PM onwards) and collaborating with international clients?</li><li>What motivates you as a manager, and how do you keep your team motivated and aligned with goals?</li><li>What is your current salary?</li><li>What is your expected salary?</li></ul>Work Location: In person

About IntouchCX
 
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
About the Job
 
We’re changing the way people think about customer care, and we need your help!
 
We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.
 
As Team Lead (French/English Bilingual), You Will…
 
<ul>
<li>Manage and supervise CSRs</li>
<li>Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees</li>
<li>Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements</li>
<li>Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas</li>
<li>Use critical thinking to develop solutions to improve business performance and partner success</li>
<li>Motivate teams through relationship building and real-time coaching</li>
<li>Develop incentive programs to motivate CSRs to achieve desired outcomes</li>
<li>Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team</li>
<li>Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues</li>
<li>Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings</li>
<li>Gain expert level knowledge on all partner products and promotions</li>
<li>Demonstrate a positive work ethic and commitment to achieve the best possible outcomes</li>
<li>Act as a role model and exemplify our 10 Things (cultural values)</li>
</ul>
As Team Lead (French/English Bilingual), You Have…
 
<ul>
<li>High school diploma or equivalent (required)</li>
<li>Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)</li>
<li>Must be fluent in French and English, written and oral</li>
<li>1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role</li>
<li>Experience dealing with escalated issues in a contact center capacity</li>
<li>The ability to type 30 WPM with accuracy</li>
<li>Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset</li>
<li>The ability to use spreadsheet applications to maintain and develop operational reporting</li>
<li>Exceptional time management, organizational and prioritization skills to complete work in a timely manner</li>
<li>Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment</li>
<li>The ability to work a variety of shifts, including days, evenings and holidays</li>
</ul>

Team Lead (French/English Bilingual)

Air Control Home Services

<div>Who We Are

At Air Control Home Services, we&rsquo;re more than a home service company&mdash;we&rsquo;re a team of problem-solvers, innovators, and doers. We go the extra mile for our customers, ensuring peak performance for plumbing, HVAC, and electrical systems. Our call center is the heartbeat of our service operation, and we&rsquo;re looking for a leader who thrives on challenges, figures things out, and pushes results. 
The Big Task

Lead, coach, and inspire a team of call center representatives to exceed booked-call and sales goals. This isn&rsquo;t just about scheduling service calls&mdash;it&rsquo;s about building a culture of ownership, creativity, and results. The right person will be energized by problem-solving, motivated by hitting ambitious targets, and relentless about finding better ways to serve our customers. 

Key Responsibilities
<ul>
<li>Drive Results: Build and execute inbound/outbound call strategies that consistently hit booking and sales targets.</li>
<li>Lead &amp; Motivate: Inspire the team with clear goals, coaching, and accountability, fostering a high-energy, &ldquo;we win together&rdquo; culture.</li>
<li>Innovate: Refine scripts, processes, and training programs&mdash;thinking beyond the obvious to increase conversions and customer engagement.</li>
<li>Coach for Excellence: Monitor calls, provide feedback, and train staff to deliver exceptional service with empathy, urgency, and confidence.</li>
<li>Problem-Solve on the Fly: Address customer issues, staffing challenges, and workflow gaps quickly with a solutions-first mindset.</li>
<li>Be Data-Driven: Regularly present performance reports to senior leadership, highlighting wins, challenges, and creative strategies for improvement.</li>
<li>Plan Ahead: Anticipate business demand and seasonal spikes, ensuring the right staffing and systems are always in place.</li></ul> 


Desired Skills and Experience
<ul>
<li>Minimum 3 years in a leadership role, preferably in a call center or high-volume customer service environment.</li>
<li>A proven track record of delivering results and improving team performance.</li>
<li>A self-starter with a &ldquo;figure it out&rdquo; attitude&mdash;comfortable navigating gray areas, solving problems, and making things happen without waiting for direction.</li>
<li>Strong communicator with the ability to connect with both customers and team members.</li>
<li>Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, results-driven environment.</li>
<li>Tech savvy with Microsoft Office and CRM/call center systems.</li></ul> 


What We Offer:
<ul>
<li>Our top performers are among the highest paid in Mohave County.</li>
<li>Company Paid Health Insurance</li>
<li>Company Paid Short Term Disability</li>
<li>Voluntary Dental/Vision</li>
<li>Voluntary Life Insurance</li>
<li>Supplemental life insurance, and long-term disability available 
</li>
<li>401k Plan with a company match</li>
<li>Paid Time Off</li>
<li>Company Paid Holidays</li>
<li>Ongoing Training 
</li>
<li>A family-oriented culture&mdash;where we support one another, celebrate wins, and have fun along the way.</li></ul> 


Equal Opportunity Employer/E-Verify Employer</div>

Call Center Manager

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