Customer Experience Team Lead

Role Overview

• Motivates the call center team to achieve goal standards.
• Responsible for supporting, coaching, and developing a group of employees in a Service Center/Operations environment.
• Effectively run reports, demonstrate leadership through acknowledging the fair and consistent application of policies.
• Monitor call center to observe employee demeanor, quality of call, and conformity to company policy and procedures.
• Interact with team members that have diverse backgrounds and temperaments, while maintaining open lines of communication.
• Communicate positive as well as negative feedback, providing feedback that is specific and constructive.
• Monitor team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.
• Take end-to-end ownership of customer issues.
• Alert leadership of any customer issues or staff incidents occurring in the call center.
• Work well in busy high stress environment.
• Maintain overall call volume and service levels at 90% or above.
• Analyze trends and assist in creating action plans for solutions.
• Participate in recruiting efforts, attend calibration sessions, and participate in conference calls.
• Facilitate daily meetings to provide updates to seasonal employees.
• Demonstrate flexibility by working varying shifts and responding to unanticipated events.
• Supervise agents, including training, setting, and establishing goals, evaluating performance, and resolving employee-related issues.

Requirements

• High school diploma or equivalent.
• 6+ years related experience.
• Proficient verbal and written skills, required.
• Bilingual is desired.
• Strong customer service skills

Benefits

• Health insurance
• 401(k) retirement benefits
• Life insurance
• Disability benefits
• Paid time off
• Annual performance-based incentive opportunity