Team Lead, Customer Service
Cencora
Cencora seeks a Team Lead, Customer Service to oversee daily operations for patient and provider support services in Canada. The role involves leading a customer service team, managing escalations, coaching staff, monitoring service metrics, and driving process improvements.
Responsibilities
- Lead, coach, and support a team of customer service representatives
- Monitor daily workflows, queues, and service levels to ensure timely resolution
- Handle escalated customer concerns with professionalism and urgency
- Track and report on key performance indicators including response times and satisfaction metrics
- Identify process improvement opportunities and collaborate with other departments on complex issues
Requirements
- Bachelor's degree in business, communications, or related field preferred
- 4+ years of customer service experience
- 1+ years of leadership, supervisory, or mentoring experience preferred
- Strong problem-solving and conflict-resolution skills
- Proficiency with customer service platforms, CRM systems, and Microsoft Office
- Strong analytical skills to interpret performance metrics
- Bilingual English and French capability is an asset
Vacancy posted 22 hours ago
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