CUSTOMER CARE TEAM LEAD SKILLS, EXPERIENCE, AND JOB REQUIREMENTS

Published: September 19, 2024 – The Customer Care Team Lead oversees daily operations and projects to ensure business goals are met, demonstrating leadership and organizational navigation skills. This role requires strong interpersonal communication, advanced problem-solving abilities, and proficiency in managing high-volume call center activities. The team lead is adaptable, technologically skilled, and capable of guiding a team through changes while handling complex business and technical issues.

Essential Hard and Soft Skills for a Standout Customer Care Team Lead Resume
  • Customer Relationship Management
  • Data Analysis
  • Conflict Resolution
  • Technical Support
  • Quality Assurance
  • Performance Metrics
  • Process Improvement
  • Product Knowledge
  • Reporting and Documentation
  • Multi-Channel Communication
  • Leadership
  • Empathy
  • Communication
  • Problem-Solving
  • Adaptability
  • Time Management
  • Team Collaboration
  • Patience
  • Decision-Making
  • Coaching and Mentoring

Summary of Customer Care Team Lead Knowledge and Qualifications on Resume

1. BA in Communication Studies with 1 year of Experience

  • Related business or leadership experience
  • Previous supervisory or management experience
  • Experience in sharing knowledge and efficiencies cross-functionally
  • Proven experience mentoring and advising others
  • Proven experience with conceptualizing problems and mastering skills
  • Proven experience proactively preventing issues across the organization
  • Proficient in Microsoft Office, Web-Based applications and excellent Microsoft Excel skills
  • Demonstrated attention to detail
  • Ability to problem-solve, as well as adept at multitasking
  • Excellent organizational skills

2. BA in Customer Relationship Management with 4 years of Experience

  • Professional experience in customer service
  • Proven experience as a motivator as well as a team player
  • Demonstrated ability to interact with customers, build rapport, and manage relationships over the phone
  • Highly-driven proactive problem solver
  • Strong organizational skills with the ability to prioritize and multi-task
  • Excellent oral and written communication skills
  • Proficient typing skills with the ability to document call notes during customer interactions
  • Lead or supervisory experience in Customer Service
  • Familiarity with the Homebuilding industry or NVR’s products 
  • Ability to maintain cooperative working relationships with all levels of management

3. BA in Hospitality Management with 2 years of Experience

  • Demonstrates high leadership aptitude
  • Proven ability to drive change and change management
  • Ability to drive engagement, show appreciation for diverse ideas and be self-motivated
  • Ability to have fun and create team synergy through fun, appreciation and respect
  • Demonstrated skill in managing multiple tasks simultaneously
  • Ability to work with and analyze data
  • Strong time management and highly organized
  • Proficient at all tools for GCC servicing within SSTK
  • Proficient at Google Docs, sheets and slides to generate historical reports and create narratives for initiatives
  • Prior experience with Salesforce

4. BA in Business Administration with 6 years of Experience

  • Working experience as a Customer Care leadership
  • The proven ability to manage both day-to-day execution and projects to achieve results of business goals and special assignments
  • Excellent interpersonal communication skills both written and verbal
  • Advanced problem-solving and analytical skills
  • Excellent communication and relationship-building skills
  • Previous supervisory experience and the ability to prioritize and assign work in a high-volume call center
  • Advanced level computer skills using Windows and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook
  • Adaptable, flexible, and able to lead/manage the team through change
  • Effectively navigate organizational complexity, understanding the interdependencies and priorities
  • The high degree of intellectual agility to handle complex business and technical issues
Relevant Information
Customer Care Executive Skills, Experience, and Job Requirements
Customer Care Manager Skills, Experience, and Job Requirements
Customer Care Professional Skills, Experience, and Job Requirements
Customer Care Representative Skills, Experience, and Job Requirements