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)
Describes the importance of call center management to meet or exceed customer service metrics.
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Level 2 Behaviors
(Light Experience)
Compiles daily, weekly, monthly staff productivity and call center reports for management review.
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Level 3 Behaviors
(Moderate Experience)
Communicates employee needs and issues to meet customer demands and maintain service quality.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall call center operations to achieve production and quality objectives.
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Level 5 Behaviors
(Mastery)
Creates call center management strategies to achieve and exceed channel objectives.
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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)
Explains the flow of the customer complaint process from intake to customer resolution.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
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Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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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)
Contrasts KPI with other performance management tools, such as Balanced Score Card (BSC) and Objectives and Key Results (OKR).
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Level 2 Behaviors
(Light Experience)
Compiles and updates KPI data to show impact on productivity.
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Level 3 Behaviors
(Moderate Experience)
Communicates KPI-related initiatives such as what, why, and how to ensure transparency.
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Level 4 Behaviors
(Extensive Experience)
Consults on using KPI for business review and forecasting.
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Level 5 Behaviors
(Mastery)
Champions the adoption of KPI-based management to promote high-performance culture.
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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)
Describes the purposes and benefits of Standard Operating Procedures (SOP).
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Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
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Level 3 Behaviors
(Moderate Experience)
Ensures internal SOPs are in compliance with industry standards and regulations.
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Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs to ensure our SOPs are fully communicated and adhered to.
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Level 5 Behaviors
(Mastery)
Champions the adoption of SOP to foster efficiency and consistency.
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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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