Customer service team leaders complete a variety of tasks, usually under the supervision of a team supervisor. They are typically former customer service representatives who have shown that they have excellent customer service skills and above-average knowledge of their companies. However, some companies hire team leaders directly from outside when the applicants show that they have ample experience. In general, team leaders must have a high school diploma and customer service experience, although a bachelor's degree may be preferred. Shifts for team leaders vary, with some services available 24 hours a day and requiring team leaders for overnight and weekend shifts.One of the team leaders' main task is help associates with customer service queries. Team leaders also handle escalated queries or calls, those which agents generally can't handle on their own or in which a supervisor is requested by a customer. To handle escalated calls, a team leader should be empathetic and patient. Team leaders also hold team meetings, so the ability to speak in front of a group is also needed. Depending on the company, team leaders are sometimes required to grade calls, in which they listen to associates' phone calls and grade them on elements such as handle time, scripting, and sales. They also supervise team members' performance and discipline team members as necessary.

According to Google, the projected growth of the Customer Service Team Leader position in Canada's market is expected to be promising. Over the past 10 years, this job role has shown a steady increase, indicating a rising demand for skilled leaders in customer service departments. With the ongoing expansion of industries and increasing focus on customer experience, it is anticipated that employment opportunities for Customer Service Team Leaders will continue to grow in the future.

How to Learn

As a Customer Service Team Leader with 3-6 years of experience in Canada, your main responsibilities include:<ul><li> Supervising and coordinating a team of customer service representatives, ensuring they meet performance targets and deliver exceptional customer service.</li><li> Providing coaching and training to team members, helping them enhance their customer service skills and resolve complex customer issues effectively.</li><li> Handling escalated customer complaints and resolving them in a timely and satisfactory manner, ensuring customer retention and satisfaction.</li><li> Analyzing customer service metrics and generating reports to identify areas for improvement, implementing strategies to optimize team performance and enhance customer experience.</li></ul>

Roles & Responsibilities

Average take home Salary for a Customer Service Team Leader in Canada is around C$55164 per year

Salary Breakup

Leaders of the customer service team perform various tasks, typically under the direction of a team leader. They typically are former customer service reps who have proven they possess excellent customer service abilities and a superior understanding of their organizations. Some companies, however, recruit team leaders from outside if the candidates demonstrate that they have a lot of experience. Team leaders generally require a high school degree and experience in customer service however a bachelor's degree is sometimes preferred. The shifts of team leaders are different and some are accessible 24 hours a day and requiring team leaders to work weekends and overnight shifts.

Breakup	Range
Base Salary	null - null
Bonus	null - null
Commisssion	null - null
Profit Sharing	null - null
Total Pay	null - null

Customer Service Team Leader

Salary Breakup

Skills That Affect Customer Service Team Leader Salaries

Explore

More

Get in Touch with Us