Skills & Competencies for Customer Service Team Leader

Customer Service Team Leader job profile

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JOB SUMMARY for Customer Service Team Leader

Leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers.

JOB RESPONSIBILITIES for Customer Service Team Leader

Responds to and resolves escalated issues and/or unique or complex requests from customers. Monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer.

Customer Service Team Leader SALARY RANGE

BASE 50%
$62,764
TOTAL 50%
$65,399
Job Level
S01
Job Code
SM15000409
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Customer Service Team Leader Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Service Team Leader skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Customer Service Team Leader

1 Job Family Competencies – Call Center Management
Proficiency Level -2
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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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
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)
Documents customer complaints in the company system for prompt problem resolution.
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Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
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Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
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3 Customer Service Team Leader - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Team Leader
Proficiency Level - 4
5 Competency for - Customer Service Team Leader
Proficiency Level - 5

12 soft skills or competencies (core competencies) for Customer Service Team Leader

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -2
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)
Lists some typical KPIs from own industry, business, and function.
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Level 2 Behaviors
(Light Experience)
Produces standard and ad-hoc KPI reports following standard procedures.
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Level 3 Behaviors
(Moderate Experience)
Participates in regular KPI reviews to evaluate goals, performance, and growth opportunities.
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Level 4 Behaviors
(Extensive Experience)
Works with external stakeholders, such as key clients and vendors to determine complicated KPIs.
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Level 5 Behaviors
(Mastery)
Reports on up to date industry and market benchmarks and trends in KPI best practices.
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2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -3
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)
Lists the typical processes of SOP development.
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Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
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Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
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Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
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Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
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3 Customer Service Team Leader - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Team Leader
Proficiency Level - 4
5 Competency for - Customer Service Team Leader
Proficiency Level - 5

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.

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