Customer Service Team Leader

hace 3 semanas


Mérida, Badajoz, España Worldstrides A tiempo completo

Job Summary:

The Customer Service Team Leader will be responsible for driving quality and efficiency in customer service delivery through effective management of assigned Customer Service Team members.

This role requires a strong working knowledge of WorldStrides products, policies, workflows, and platforms, with a focus on productivity and quality.

Key responsibilities include team performance metrics monitoring, onboarding/training, team motivation, individual coaching and counseling, and escalated issue resolution.

Reporting Structure:

The Customer Service Team Leader will report to the Manager of Customer Engagement.

Performance & Productivity:

Collaborate with Customer Engagement Leadership to ensure daily operations are managed within established performance and productivity indices for assigned team members.

Proactively monitor call queues, queue metrics, and non-call duty times within the established performance indices.

Create and maintain a high-quality work environment to motivate assigned team members to perform at their highest level daily.

Ensure a safe and harmonious working environment for team members and delegate duties appropriately.

Training & Coaching:

Demonstrate working knowledge of WorldStrides products, services, procedures, and guidelines and communicate the same to assigned team members.

Ensure assigned representatives have the necessary training, tools, and resources to consistently perform at a level meeting or exceeding key performance metrics.

Conduct coaching for assigned team members and work with the CS Trainer and QA Specialist to create tools based on agents' requirements.

Escalation Management:

Professionally and appropriately manage communications with internal and external stakeholders regarding departmental or assigned team member matters.

Provide effective assistance to assigned team members with escalated calls, offering clear visibility of the outcome and solution.



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