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)
Cites key functions of call center management, including staffing and performance management.
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Level 2 Behaviors
(Light Experience)
Assists in implementing latest tools and systems to manage call center operations.
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Level 3 Behaviors
(Moderate Experience)
Adheres to call center management guidelines, policies, and procedures to avoid data security risks.
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Level 4 Behaviors
(Extensive Experience)
Forecasts call volumes and staffing to make informed business decisions for our future needs.
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Level 5 Behaviors
(Mastery)
Builds call center management systems to meet service center performance metrics and quality goals.
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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)
Recommends innovative solutions to mitigate future complex complaints.
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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)
Explains the benefits and risks of using KPIs.
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Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
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Level 3 Behaviors
(Moderate Experience)
Maintains an organized data management process to track progress on KPIs.
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Level 4 Behaviors
(Extensive Experience)
Leverages the Business Intelligence (BI) technologies and tools for KPI reporting and analysis.
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Level 5 Behaviors
(Mastery)
Monitors the efficiency and effectiveness of current organizational KPI architecture.
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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)
Identifies our internal and external sources for the SOPs we need.
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Level 2 Behaviors
(Light Experience)
Participates in the implementation of new SOPs and enhancement of existing ones.
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Level 3 Behaviors
(Moderate Experience)
Modifies SOPs accordingly to reflect changes in our business practices and policies.
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Level 4 Behaviors
(Extensive Experience)
Optimizes the current SOP development and implementation processes.
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Level 5 Behaviors
(Mastery)
Leads cross-functional efforts to develop and implement SOPs across our organization.
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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.