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Here's how you can effectively manage a team in customer service operations as a mid-career professional.

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As a mid-career professional in customer service operations, you're likely familiar with the challenges of leading a team. The key to success lies in balancing strong leadership with empathy and strategic planning. This article will guide you through effective strategies to manage your team, ensuring both customer satisfaction and employee engagement. By implementing these practices, you can create a dynamic and responsive customer service environment that reflects positively on your organization.

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Sanil Pandit, CISSP

Senior Service Operations Manager at BT EServ India Pvt Ltd | Certified Information Systems Security Professional…

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Abhishek Bhattacharya

Service & Operation Management/ Solution Provider/Team Player/ Mentor/Innovator/Ex-Philips/Ex-Illumina

1 个答复
Tamara Webb Soernssen

Consumer Lending Business Risk and Control Manager

1 Build Trust

Creating a trustworthy environment is foundational for any successful team. As a manager, it's crucial to demonstrate reliability, integrity, and transparency. Trust is built through consistent actions over time, so make sure you keep promises and follow through on commitments. Encourage open communication, provide constructive feedback, and show appreciation for good work. When your team trusts you, they are more likely to be engaged and motivated, which leads to better performance in customer service operations.

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Sanil Pandit, CISSP

Senior Service Operations Manager at BT EServ India Pvt Ltd | Certified Information Systems Security Professional (CISSP)
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A good professional working relationship with your team is paramount. Your team member should not be considered as a "resource" or a statistic in an excel sheet but as a human being with emotions, familial responsibilities and needs similar to yours. If you wish your team to run through walls for you, then you have to stand as a wall to support them in their time of need.

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Abhishek Bhattacharya

Service & Operation Management/ Solution Provider/Team Player/ Mentor/Innovator/Ex-Philips/Ex-Illumina
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I believe empowerment is the key to engage and develop team. Allow team members to take decisions and act as a back up support for them incase the deviation is in the range to affect the organisational goals. Be empathetic to the issues they face in the journey and help them build decision making abilities without the fear of falling back. Leading from the front is more about encourage the team members to lead and you be at the backend to support their progress.

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Katrina Ulmer

MBA/BBM
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Trust-based strong leadership fosters increased employee engagement, dedication, and efficiency. Leaders who are trustworthy inspire confidence, promote collaboration, and create a supportive atmosphere for employees to thrive and succeed.

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Igor London

Supervisor de vendas I Executivo de relacionamentos I Vendas
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Exatamente isso! A equipe também necessita de sentir em um ambiente seguro, no qual podem exp?r, ao mesmo tempo que recebem algum feedback positivo ou de desenvolvimento. A confian?a é o fator primordial para conseguir aplicar alguns métodos de desenvolvimento.

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2 Set Goals

Clear goals provide direction and purpose for your team. Work together to establish achievable objectives that align with your company's vision and customer service standards. Ensure that these goals are SMART: Specific, Measurable, Achievable, Relevant, and Time-bound. Regularly review progress and adjust targets as necessary. By setting clear goals, your team will have a roadmap to success, which can greatly improve their efficiency and effectiveness in serving customers.

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Igor London

Supervisor de vendas I Executivo de relacionamentos I Vendas
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Concordo! As metas s?o como mapas nas m?os da equipe, porém nem todos sabem ler o próprio. Por isso, o líder necessita acompanhar de perto de como o caminho está sendo tra?ado e evoluindo.

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3 Train Continuously

Ongoing training is vital in customer service operations due to the ever-evolving nature of products, services, and customer expectations. Provide your team with regular training sessions to update their skills and knowledge. This can include new technologies, communication techniques, or company policies. Empower your team by offering opportunities for professional development, which not only benefits your customer service operations but also contributes to job satisfaction and career growth.

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Igor London

Supervisor de vendas I Executivo de relacionamentos I Vendas
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Na verdade, concordo em partes. O treinamento contínuo precisa ser avaliado a sua real necessidade, pois diariamente já s?o realizados ajustes. Acredito firmemente que treinamentos devem ser executados quando a sua real necessidade existe. Seja para iniciantes ou mudan?as de desenvolvimento na empresa.

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4 Empower Staff

Empowerment is key to a motivated customer service team. Give your staff the authority to make certain decisions without needing managerial approval. This autonomy allows them to solve customer issues more efficiently and feel more invested in their work. Ensure they have the right tools and authority to handle situations effectively. Empowered employees are typically more confident and capable of providing exceptional service, which leads to happier customers and a more positive work environment.

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Tamara Webb Soernssen

Consumer Lending Business Risk and Control Manager
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Something that I found helpful over the years is to make sure that we inspect what we expect, check for understanding and provide support without removing responsibility. Asking questions and monitoring results as well as active listening helps to keep the team on the same page and everyone rowing in the same direction.

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Igor London

Supervisor de vendas I Executivo de relacionamentos I Vendas
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Certamente! Mas, um exemplo no qual já presenciei foi de que isso também necessita de uma experiência necessária pelo colaborador. Maturidade e o mais importante é ele(a) ter capacides notórias daquele cargo, no qual ent?o o líder irá aos poucos dando autonomia para o mesmo.

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5 Monitor Performance

Monitoring performance is essential for managing a customer service team effectively. Implement a system to track individual and team metrics related to customer interactions, such as response time, resolution rate, and customer satisfaction scores. Use this data to identify areas for improvement and recognize outstanding service. Regular performance reviews and feedback sessions can help maintain high standards and motivate your team to continually improve their service delivery.

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Igor London

Supervisor de vendas I Executivo de relacionamentos I Vendas
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Na verdade, é necessário avaliar os momentos de aplica??o disto na prática. O tempo que será investido e o retorno que será gerado. No dia-a-dia as coisas podem se tornar diferentes do planejado. é uma ótima forma de se trabalhar, mas sempre muito atento ao "campo de baralha" e a sua situa??o.

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6 Adapt Strategies

The customer service landscape is constantly changing, and so should your management strategies. Stay informed about industry trends and be ready to adapt your approach accordingly. Solicit feedback from your team on what's working and what isn't, and be willing to implement changes that could improve operations. Flexibility and responsiveness are crucial in managing a customer service team effectively, as they allow you to meet the evolving needs of both your customers and employees.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Leonel Sonna

Doctoral candidate | MBA in supply chain management and logistics |BBA in purchasing and procurement|
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Communication is a critical components while managing a team. Not only it helps to communicate expectations and goals but it also helps to solve problems. As well as it is critical to communicate, it is also important to have active listening skills to listen to the team. Study have shown that manager that constantly listen to employees feedback have more chance to boost their productivity and get them to be more engaged in what they do.

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Here's how you can effectively manage a team in customer service operations as a mid-career professional.

1

2

3

4

5

6

7

1 Build Trust

2 Set Goals

3 Train Continuously

4 Empower Staff

5 Monitor Performance

6 Adapt Strategies

7 Here’s what else to consider

Customer Service Operations

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Here's how you can effectively manage a team in customer service operations as a mid-career professional.

1

2

3

4

5

6

7

1 Build Trust

2 Set Goals

3 Train Continuously

4 Empower Staff

5 Monitor Performance

6 Adapt Strategies

7 Here’s what else to consider

Customer Service Operations

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