Customer Service Team Lead
hace 2 semanas
Job Summary
The Customer Service Supervisor 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 person will provide support, direction, monitoring, and coaching to the assigned team in all areas of job performance, including consumer contact processing, problem resolution, and work planning.
Responsibilities
- Provide subject matter knowledge to other team members and support Team Leads and Agents on escalations of questions and issues related to processes and brand standards.
- Establish and administer team schedules to ensure required coverage and service level compliance.
- Work with Team Leads to prepare service level reports and provide daily status updates to client and Auxis management.
- Monitor team performance and ensure that the performance of all related activities is under established procedures and contractual requirements.
- Review in scope business operations and activities, and provide recommendations for improvements, to ensure high levels of customer satisfaction and service level performance.
- Work with the Customer Service Manager on the interviewing, hiring, and selection of new employees for the Customer Service team.
- Participate in and lead new staff member training.
- Work with Team Leads to maintain internal standard operating procedures documentation, as required.
- Actively manage teams by establishing clear performance goals, observing job performance, and coaching/mentoring team members to achieve high levels of performance.
- Drive strong accountability and sense of urgency to achieve desired performance levels.
- Act as a role model and lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.
- Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus, and incentive programs.
Operations
- Establish, maintain, and continuously improve operational processes, policies, and procedures.
- Manage productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Provide timely preparation and review of operational reports to clients and Auxis management, as required.
- Regularly communicate and interact with customer management to review team performance, including leading and participating in service level reviews (SLRs), following contractual requirements.
- Ensure compliance with operational policies and procedures and identify and address performance issues or other activities that will impact customer satisfaction, service level compliance, etc.
Personnel and Performance Management
- Work with Human Resources to plan and coordinate employee recruitment activities.
- Lead and motivate staff by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.
- Act as a role model to staff to promote a positive work environment.
- Monitor staff activities and performance and quickly address performance issues through staff training, supervision, automation, and process improvement initiatives.
- Provide feedback to staff to improve work performance and customer satisfaction.
- Establish effective staff retention and team-building protocols to minimize attrition and ensure retention of valued staff members, including implementing effective staff recognition, reward, bonus, and incentive programs.
- Manage, mentor, and recommend appropriate training for assigned professionals.
- Support all staff activities, as required, including providing "hands-on" activities to ensure client service level compliance.
Requirements
- English-Spanish Language (Oral and writing 85% or higher), (B2+ or above).
- 3-5 years of experience as a Customer Services Supervisor.
- High school diploma; BSc/BA in management or relevant discipline will be considered an advantage.
- Strong experience in Customer Service.
- Experience in a 24x7x365 operation.
- Excellent English verbal and written communication skills.
- A genuine interest in working with and helping customers.
- US Tourist Valid Visa for potential travel to the US as required (cross-training, operations, and/or project work).
- Proficient in the use of Microsoft Office Suite.
- Demonstrated technical skills in Lean tools & concepts with an emphasis on implementation.
- Must possess excellent communication skills and Integrity, Intensity, Innovation, and Involvement.
- Strong project management and organizational skills.
- Previous experience in problem-solving methodology.
- Strong leadership and decision-making ability.
- Solid customer focus and a proven record for coaching and developing staff members.
- A good understanding of the local culture, and staff hiring/retention criteria.
- Strong organizational abilities.
- Demonstrated experience in providing high levels of customer satisfaction and performance.
- Proven leadership, coaching, and motivational skills.
- Experience in handling escalated concerns that fall outside the responsibilities of floor Leads.
- A good understanding of numbers and planning.
- The ability to be flexible, decisive, and quick-thinking.
- The ability to handle complaints and difficult situations in a patient, calm, and effective way.
- Focus on working with KPIs and service levels, and in achieving high operational performance with a continuous improvement mindset.
- Good presentation and a polite, tactful, and friendly character.
- Great confidence and excellent business sense.
- Should be able to set, satisfy, and exceed targets.
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