Customer Service, Team Lead

One Inc is hiring a Customer Service Team Lead to guide and support customer service representatives in a call center environment. The role oversees daily operations, coaching, performance tracking, issue resolution, and coordination between agents and management to maintain service standards and improve team performance.

Responsibilities:

• Oversee a team of customer service representatives, providing guidance and training
• Monitors individual performance for team members and provides feedback to ensure their ability to execute all responsibilities and encourage growth
• Use expertise to ensure team’s understanding of scope of work
• Assist in improving team’s product knowledge
• Bridge gap between management, QA, and agents
• Coordinates/monitors daily work adherence to schedules and assignments
• Tracking SLA’s and other important KPI’s/metrics, and maintaining records for all agents
• Serve as a main point of contact for CSA’s
• Provide input into performance goals process and hiring decisions
• Weekly meetings with management to discuss team metrics, development, and update on CSA’s
• Meetings with team to provide updates on metrics
• Provide floor support/assistance to agents
• Additional duties as needed to support this position

Requirements:

• Ability to manage shifting priorities and timelines
• Ability to work in a team
• Ability to communicate effectively with people at all levels
• Positive attitude and passion for customer service
• Ability to strive in a fast-paced environment and adapt to change
• Training experience
• Strong critical thinking, planning and prioritization skills
• Ability to work under pressure and meet deadlines
• Demonstrated ability to solve problems
• Experience with MS Office, Google Suite, CRM applications
• Associate degree OR 2+ years relevant experience
• Insurance experience
• Call Center or Customer Service experience
• Bi-lingual