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)
Lists the technologies, applications, and tools used in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks and analyzes call center statistics to identify customer expectations and needs.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with colleagues to identify areas for improvement and streamline our call center operations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains and coaches staff in providing world-class customer service to optimize our performance.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Stays abreast of the industry trends in technologies and processes to increase call center efficiency.
See 4 More Skill Behaviors
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)
Knows how to investigate complaints to identify root causes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
See 4 More Skill Behaviors
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)
Lists some typical KPIs from own industry, business, and function.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Produces standard and ad-hoc KPI reports following standard procedures.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Participates in regular KPI reviews to evaluate goals, performance, and growth opportunities.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Works with external stakeholders, such as key clients and vendors to determine complicated KPIs.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Reports on up to date industry and market benchmarks and trends in KPI best practices.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Researches new tools and techniques for SOP daily management.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Resolves complex issues arising from SOP practices; develops preventative solutions accordingly.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Monitors industry for SOP trends and best practices; makes recommendations about those that benefit our business.
See 4 More Skill Behaviors
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.