Customer Service Team Lead

hace 4 semanas

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.

Key Responsibilities
  • Collaborate with Customer Engagement Leadership to ensure daily operations are managed within established performance and productivity indices for assigned team members.
  • Monitor call queues, queue metrics, and non-call duty times within 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 accordingly.
  • Provide coaching and training to assigned team members to ensure they have the necessary skills and knowledge to meet performance and quality standards.
  • Manage escalated calls and communications with internal and external stakeholders.
Qualifications
  • 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.
Work Environment

This is a full-time position. Days and hours of work are scheduled Monday through Friday, between 9:00 am EST and 9:00 pm EST. Occasional overtime, evening, and weekend work may be required as job duties and business needs demand.

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