Online Customer Service Team Lead (Temp)

We are seeking a dynamic, results-driven Team Leader to oversee, coach, and inspire a team of client service agents in a luxury digital environment. In this role, you will be responsible for driving individual and team performance, ensuring exceptional service quality and delivery, and fostering a positive and efficient work environment. You will play a critical role in maintaining operational excellence, meeting KPIs, and upholding the brand’s standards of client care.PRINCIPAL DUTIES AND RESPONSIBILITIESTeam Management & Leadership-Lead, motivate, and support a team of online beauty consultants to achieve service, sales and performance targets.-Conduct regular 1:1s, team huddles, and performance reviews, in partnership with leadership.-Set clear expectations, monitor productivity, and provide coaching and feedback.-Foster a positive, inclusive, and high-performance team culture.Performance & Quality Monitoring-Track and analyze team KPIs (e.g., response time, customer satisfaction, resolution rates, channel queues).-Identify training needs and performance gaps; implement improvement plans as needed.-Ensure compliance with call scripts, quality standards, and service procedures.Operational Support-Manage daily workflow, schedules, and resource allocation to maintain service level targets.-Handle escalated customer issues, ensuring timely and satisfactory resolution.-Collaborate with cross-functional teams to improve tools and processes as needed-Manage team to individual and collective sales and quality of service KPI targetsReporting & Insights-Prepare and deliver team performance reports and actionable insights to leadership.-Identify trends in customer inquiries and escalate opportunities for improvement.-Identify and escalate any issues presented to leadershipTraining & Development-Support onboarding of new agents and ongoing skill development for existing team members.Champion best practices, knowledge sharing, and continuous learning.