Customer Service Team Lead
hace 2 meses
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.
The Team Lead will work with the Customer Service Supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account.
Responsibilities
- Manage team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Design and implement process improvements.
- 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-in 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. Creates PIPs and defines supportive actions on low performers.
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