Team Head

Primarily responsible for managing a team of 10-15 Customer Service Officers that may be responsible for providing customer services through incoming calls, emails, and/or personal messages in social media. Monitors performance, provides coaching, mentoring and motivation to team members. A Team Head oversees the achievement of team goals and ensures quality customer service is provided consistently.
The Team Head works with the Section Head in overseeing operational efficiency and manpower development of the group including but not limited to managing work volume and appropriate manpower management. He coaches and motivates the Customer Service Officers to drive continuous improvement of work / call handling. Recommends procedures to improve efficiency and quality of customer service.