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Customer Support Team Leader
hace 2 meses
Customer Service Supervisor
The Customer Service Supervisor will deliver exceptional business and client support, both independently and collaboratively within a project team, emphasizing the enhancement of customer satisfaction and operational efficiency for Auxis clients. This role involves providing guidance, oversight, and coaching to the designated team in all aspects of job performance, including customer interaction management, issue resolution, and workflow organization. The Supervisor will collaborate with Team Leads to assess overall team performance, ensuring adherence to target metrics and quality standards as defined by the operational guidelines of the account. Additionally, the Supervisor will play a crucial role in managing escalated customer inquiries and related transactional processes.
Key Responsibilities
Team Leadership:
Act as the primary resource for the Customer Service team, offering support and expertise to team members as needed. Assist Team Leads and Agents with escalated inquiries and issues concerning processes and brand expectations. Develop and manage team schedules to guarantee adequate coverage and compliance with service levels. Collaborate with Team Leads to generate service level reports and provide regular updates to management. Monitor team performance to ensure compliance with established procedures and contractual obligations. Evaluate business operations and activities, providing recommendations for enhancements to maintain high customer satisfaction and service performance. Partner with the Customer Service Manager in the recruitment and selection of new team members. Participate in training for new staff members, and lead sessions when appropriate. Work with Team Leads to maintain documentation of internal standard operating procedures as necessary. Actively manage team dynamics by setting clear performance objectives, observing job execution, and mentoring team members to achieve excellence. Foster a culture of accountability and urgency to meet performance expectations. Serve as a role model, inspiring and motivating staff by cultivating an environment that values performance, quality, empowerment, integrity, and outstanding customer service. Implement effective staff retention and team-building strategies to reduce turnover and retain valued employees, including recognition and incentive programs.Operational Management:
Establish, uphold, and continually refine operational processes, policies, and procedures. Oversee productivity and utilization focused on Client-Specific KPIs and Goals set by AUXIS Management. Prepare and review operational reports for clients and management in a timely manner. Regularly engage with customer management to discuss team performance, including leading service level reviews as per contractual requirements. Ensure adherence to operational policies and procedures, identifying and addressing performance issues that may affect customer satisfaction and service compliance.Personnel and Performance Oversight:
Collaborate with Human Resources to coordinate recruitment activities. Inspire and motivate staff by fostering an environment that emphasizes performance, quality, empowerment, integrity, and exceptional customer service. Serve as a role model to promote a positive workplace culture. Monitor staff performance and promptly address issues through training, supervision, and process improvements. Provide constructive feedback to enhance staff performance and customer satisfaction. Develop effective staff retention and team-building protocols to minimize turnover and retain key personnel, including recognition and incentive programs. Mentor and recommend appropriate training for assigned professionals. Support all staff activities as necessary, including hands-on involvement to ensure compliance with client service levels.Required Skills and Experience
- Proficiency in English and Spanish (oral and written communication at 85% or higher).
- Flexibility to adjust work schedules based on account needs.
- 3-5 years of experience in a supervisory role within Customer Service.
- Availability for full-time on-site work.
- High school diploma; a BSc/BA in management or a related field is advantageous.
- Strong background in Customer Service.
- Experience in a 24/7 operational environment.
- Excellent verbal and written communication skills in English.
- A genuine passion for assisting and supporting customers.
- Valid US Tourist Visa for potential travel as required.
- Proficient in Microsoft Office Suite.
- Demonstrated technical proficiency in Lean tools and concepts.
- Strong leadership, decision-making, and organizational skills.
- Proven ability to coach and develop team members.
- Understanding of local culture and staff retention strategies.
- Strong analytical skills and ability to manage numbers and planning.
- Capacity to handle complaints and challenging situations with patience and effectiveness.
- Focus on KPIs and service levels to achieve high operational performance with a mindset of continuous improvement.
- Excellent presentation skills and a friendly, tactful demeanor.
- Confidence and strong business acumen.
- Ability to set, meet, and exceed performance targets.
