Customer Service, Team Lead

One Inc is seeking a Customer Service Team Lead who will oversee a team of Customer Service Agents, providing guidance and training while ensuring effective performance management. The role involves monitoring individual performance, handling escalated contacts, and fostering a positive work environment to achieve team goals.

Responsibilities:

• Oversee a team of Customer Service Agents/Representatives, providing guidance and training, utilizing effective coaching skills, and maintaining a day-to-day oversight of the Contact Center
• Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth
• Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures (P&P’s)
• Effectively handle Escalated Contacts appropriately with little oversight
• Identify and escalate potential people and business concerns timely for resolution
• Foster a Positive and Collaborative environment, while also maintaining an engaged and focused attitude in the face of ever-changing goals, focus, and situations within the Center and Company
• Lead and Manage team performance in an effective and timely manner to include potential, development opportunities and/or Corrective Action
• Develop strong Subject Matter Expertise to ensure team’s understanding of scope of work
• Assist in consistently improving team’s product knowledge, performance, and skillset
• Coordinates communication between management, QA, and Team Members
• Coordinates/monitors daily work adherence to schedules and assignments
• Organize daily work to deliver to SLA’s and other important KPI’s/metrics, and maintaining performance records for all agents
• Serve as a main point of contact for teams for daily, weekly, monthly, and yearly feedback
• Provide input into performance goals process and hiring decisions
• Weekly meetings with management to discuss team metrics, development, and update on Employees
• Effectively conduct meetings with team members to provide updates on metrics, changes within Center and P&P’s, and general engagement
• Provide on-demand support/assistance/coaching to all team members
• Demonstrate honesty, integrity, and humility
• Additional duties as assigned

Requirements:

• Minimum of 1-2 years directly managing a team of in person or remote Customer Service Agents/Representatives including coaching, training, performance management and handling disciplinary action when needed
• Proven ability in building relationships and managing people and processes effectively
• Self-awareness, empathy, and emotional intelligence
• Ability to work as a contributing member of a team and individually
• Ability to communicate effectively across all levels of the organization
• Positive attitude, passion and accountability for people and customer service
• Ability to strive in a fast-paced environment and adapt to change
• Skilled coach and mentor, able to drive success across team. Ability to work under pressure, manage shifting priorities, and meet deadlines
• Demonstrated ability to problem solve and think critically
• Organized and focused while also delegating work appropriately
• Skilled coach in working with Team Members on Daily, Weekly, Monthly, and Yearly performance
• Effective listener, able to use information to execute decisive decisions with integrity and with respect for everyone across all teams
• Ability to give and receive all types of feedback to improve both personal and professional performance
• Associate degree OR 2+ years relevant experience preferred
• Insurance experience is preferred
• Experience with MS Office, Google Suite, CRM applications
• Call Center or Customer Service experience preferred
• Bi-lingual a plus
• Adaptable to Change
• Problem Solver
• Self-starter
• Demonstrates Ethical Behavior always
• Strong Drive and initiative
• Team Player
• Supportive & Inclusive
• Exudes a commitment to Personal & Professional Development