Customer service has become a vital part of most successful businesses. The bigger the business, the more involved the customer service department will be, with large numbers of people having to work together to ensure that customers receive acceptable levels of service. The role of a customer service team leader is to coordinate the tasks of a group of customer service staff members and to make sure they remain motivated to always deliver a high standard of service to the company’s customers.
Important elements of the job of a customer service team leader are guiding, supervising and motivating. Depending on the size of the firm, the daily tasks of a customer service team leader might include assisting with development and training of staff members; attending to paperwork; dealing with complaints, both from customers and staff members; carrying out financial tasks; ordering inventory; assisting with promotional events; dealing with personnel problems; and compiling reports to senior management.
Depending on the company an individual works for, it might also from time to time be necessary to perform the same duties as the team he or she is managing.
Working Hours and Environment
For people who want to do this job on a full-time basis, normal working hours are between 35 and 40 hours a week, although flexible working hours and part-time jobs are also available.
The working hours will depend on the particular firm. Some team leaders work from 9-5 Monday to Friday, while others have to work shifts.
The working environment is also different from industry to industry. Some firms require their team leaders to travel frequently and help manage staff members across the business.
According to Salary.com, the median pay of a customer service team leader in the United States in March 2014 is $45,766 per year. This means that 50 percent of customer service team leaders earn less than this amount and 50 percent of them earn more. The actual salary will depend on the seniority of the position and the size of the company.
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