11 general skills or competencies (Job family competencies) for Customer Service Team Leader
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
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Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
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Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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12 soft skills or competencies (core competencies) for Customer Service Team Leader
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and purposes of Key Performance Indicators (KPI).
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Level 2 Behaviors
(Light Experience)
Follows up on regular action items related to KPI implementation.
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Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
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Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
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Level 5 Behaviors
(Mastery)
Defines and modifies strategic KPIs to drive organizational objectives and priorities.
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Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Discusses the considerations and concerns on applying SOP for the first time.
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Level 2 Behaviors
(Light Experience)
Documents the SOP drafts and outlines for final approval.
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Level 3 Behaviors
(Moderate Experience)
Initiates SOP revisions to support continuous improvement of processes.
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Level 4 Behaviors
(Extensive Experience)
Evaluates the benefits and drawbacks of a specific SOP; oversees the corresponding enhancements.
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Level 5 Behaviors
(Mastery)
Establishes formal policies and procedures to guide the our SOP practices.
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Summary of Customer Service Team Leader skills and competencies
There are 0 hard skills for Customer Service Team Leader.
11 general skills for Customer Service Team Leader, Call Center Management, Customer Complaint Resolution, Customer Escalation Management, etc.
12 soft skills for Customer Service Team Leader, Key Performance Indicators (KPI), Standard Operating Procedures (SOP), Service Excellence, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Service Team Leader, he or she needs to be proficient in Key Performance Indicators (KPI), be skilled in Standard Operating Procedures (SOP), and be skilled in Service Excellence.