Customer Service Team Leader

hace 1 mes

Mérida, Badajoz, España Worldstrides A tiempo completo
Job Summary

The Customer Service Team Leader will be responsible for the consistent execution of quality and efficient customer service to customers through the productivity management of assigned Customer Service Team members. The TL has a strong working knowledge of WorldStrides products, policies, workflows, and platforms and performs across these with a quantifiable bias toward productivity and quality.

Key Responsibilities
  • Collaborating with Customer Engagement Leadership, ensuring daily operations are managed within the established performance and productivity indices for their assigned team members.
  • Responsible for proactively monitoring call queues, queue metrics, and non-call duty times within the established performance indices.
  • Creates and maintains a high-quality work environment so assigned team members are motivated to perform at their highest level daily.
  • Ensure a safe and harmonious working environment for team members and appropriately delegate duties to team members.
Training and Coaching
  • Demonstrated working knowledge of our organization's products, services, procedures, and guidelines and communicated the same to all team members.
  • Ensures assigned representatives have the appropriate training, tools, and other resources to consistently perform at a level that meets or exceeds our key performance metrics.
  • Conducts coaching for assigned team members and works with the CS Trainer and QA Specialist to create tools based on agents' requirements.
  • Facilitates call monitoring and random audits of protocols for assigned team members to ensure that workflows, procedures, and protocols meet our performance and quality standards.
Escalation Management
  • Professionally and appropriately manages communications with both internal and external stakeholders regarding departmental or assigned team member matters.
  • Provides effective assistance to assigned team members with escalated calls through clear visibility of the outcome and solution offered.
Qualifications
  • Written and Oral Communication Proficiencies
  • Customer/Client Focus
  • 4-year experience in Leadership preferably in a Customer Service environment
  • Experience working with GIS, TAS, and Maslow or any CRM
  • Demonstrated Leadership Qualities with a bias toward consistent decision-making, execution, and performance
  • Organizational & Prioritization Skills
  • Performance Management including coaching and mentoring potential and performance
  • Motivated to analyze and solve problems efficiently
  • College degree or relevant work experience
  • Ability to work flexible shifts

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