Customer Service Team Lead
hace 4 semanas
Job Summary
The Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Team Lead will provide support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning.
Responsibilities
- Manage team productivity and utilization, focusing on Client-Specific KPIs and Goals set by AUXIS Management.
- Design and implement process improvements to enhance team efficiency.
- Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.
- Build morale, establish an atmosphere of team camaraderie, and promote a common team identity.
- Conduct weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-ins with each team member.
- Interview candidates for open positions and provide feedback on feasibility/team fit.
- Communicate and enforce local office policies, including time tracking requirements.
- Create and distribute weekly Status reports.
- Responsible for performing Quality evaluations per agent.
- Assess team talent, identifying stronger and weaker performers, and create PIPs and define supportive actions on low performers.
Requirements
- Education level: High school diploma / University diploma will be considered an advantage.
- English – Spanish Language (Oral and writing 90 % or higher) C1.
- 1-2 years of Previous experience leading teams/personnel in a Customer Services environment.
- Two years of work-related experience are required.
- Possess strong leadership skills, including the ability to influence others, develop team members, and manage conflict.
- Proven ability to effectively lead through change.
- Leadership courses and workshops will be considered an asset.
- Effective oral and written communication skills.
- Demonstrated ability to link specific activities to desired results.
- Proven interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.
- Ability to use appropriate analysis, judgment, and logic when solving problems and making decisions.
- Detailed and service-oriented, maintain confidentiality and sensitive information, adhering to strict data privacy standards.
- Flexible and willing to work on-site full time.
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