Customer Service Team Lead

3 days ago


South Charleston, United States Coforge Full time

Job Title: Customer Service Team Lead

Skills: Team handling, Call Center, Contact Center, Team management, Training, Quality assurance system

Experience: 5+ Yrs

Job Location: South Charleston, WV

FTE/ Onsite


We at Coforge are hiring Customer Service Team Lead with the following responsibilities and skillset:


The Team Lead position is responsible for supporting, coaching, developing, and supervising a group of employees in the Customer Retention Service Center of Excellence. The ideal candidate will demonstrate leadership through the application of fair and consistent policies and will use a variety of coaching styles and techniques. The ideal candidate has a proven track record of success in contact center performance and enjoys coaching and developing employees to help them be their best. The ideal candidate enjoys friendly competition and brings positive energy daily to the workplace. This position will have 15 – 20 direct reports. The Team Lead will be responsible for effectively producing and analysing reports for a variety of purposes. A successful candidate will possess flexibility to adapt to change while bringing forward positive suggestions for improvements.


ESSENTIAL FUNCTIONS

  • First line of management for team members.
  • Consistently identify, monitor and resolve performance/behaviour/attendance issues using prescribed performance management techniques.
  • Implement strategies to position your team to win in the customer retention contact centre space
  • Effectively interact with team members of potential diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members.
  • Coach team members on their performance on a regular basis and write and deliver bi-annual performance review.
  • Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
  • Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Learning and Quality Management, and Workforce Management) while taking an end-to-end ownership of employee issues.
  • Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
  • Meet or exceed all deadlines for scorecard reporting.
  • Handle calls in peak situations.
  • Analyze performance trends and assist in creating action plans that determine a solution.
  • Support and assist other Team Leaders as necessary.
  • Demonstrate the Coforge culture through both behaviour and attitude.
  • Effectively use business standard oral and written communication skills on a daily basis.
  • Demonstrate flexibility by working varying shifts and responding to unanticipated events.
  • Maintain professional phone skills while applying knowledge to day-to-day experiences.
  • Participate in candidate interview and selection process.
  • Effectively interact with clients of diverse backgrounds and temperaments and varying levels of leadership, while demonstrating a genuine interest in and maintaining open lines of communication.
  • Performs other duties as needed.


  • South Charleston, United States COFORGE Marketing Full time

    Job Title: Customer ServiceTeam Lead Skills: Team handling, Call Center, Contact Center, Team management, Training, Quality assurance system Experience: 5+ Yrs Job Location: South Charleston, WV FTE/ Onsite We at Coforge are hiring Customer ServiceTeam Lead with the following responsibilities and skillset: The Team Lead position is responsible for...

  • Automotive Team Lead

    4 weeks ago


    Charleston, West Virginia, United States Kia Country of Charleston Full time

    Job Opportunity at Kia Country of CharlestonWe are seeking a highly motivated and organized individual to fill the role of Automotive Team Lead - Customer Service Specialist. As a key member of our team, you will be responsible for providing exceptional customer service, managing service orders, and overseeing the daily operations of our Drive Lane.About the...

  • Sales Team Lead

    3 days ago


    Charleston, West Virginia, United States Dollar General Full time

    Lead Sales Associate Job DescriptionDollar General is a leading retailer offering everyday low prices on frequently used items. We are seeking a motivated and customer-focused individual to serve as our Lead Sales Associate in Saint Louis, MO.As a key member of our store team, you will provide exceptional customer service, assist with daily operations, and...


  • Charleston, West Virginia, United States Food Lion Full time

    Job OverviewWe are seeking an experienced and customer-focused Front End Assistant Manager to join our team at Food Lion. As a key member of our leadership team, you will be responsible for driving sales growth, improving customer satisfaction, and developing the skills of our store associates.


  • South Boston, Virginia, United States Food Lion Full time

    Job DescriptionThe Customer Service Leader will be responsible for providing exceptional customer service, ensuring a positive shopping experience, and maintaining a clean and organized store environment.Key Responsibilities:Provide prompt, accurate, and friendly service to customersGreet each customer and use their name whenever possibleUnload customers'...


  • South Charleston, United States Michael's Inc Full time

    Michaels - 214 RHL Blvd [Retail Associate / Team Member] As a Customer Service at Michaels, you'll: Help customers shop the store and be able to find what they're looking for; Deliver friendly customer service; Provide a fast and friendly check out experience; Educate customer on Voice of Customer (VOC) survey; Engage customers on benefits of Rewards program...

  • Location Team Lead

    4 days ago


    South Charleston, Ohio, United States Disability Solutions Full time

    Job OverviewWe are seeking an experienced Operations Supervisor to join our team at SGS Retail - South Charleston. As a key member of our management team, you will be responsible for leading the location team and ensuring the successful day-to-day operations of our facility.ResponsibilitiesIn conjunction with the Location Manager, oversee the implementation...


  • Charleston, West Virginia, United States Zips Car Wash Full time

    Company Overview\Zips Car Wash is a dynamic and customer-focused organization dedicated to providing exceptional service. As a leading provider of car wash services, we strive to create a positive and light-hearted atmosphere where people love to clean their cars.


  • Charleston, West Virginia, United States Gypsy Pantry Of North Charleston Ll Full time

    About the PositionWe are seeking a talented Food Service Team Lead to join our team at Gypsy Pantry Of North Charleston Ll. As a key member of our team, you will be responsible for overseeing the delivery of exceptional customer experiences, ensuring that every guest leaves feeling satisfied and eager to return.Salary: $50,000 - $60,000 per year, depending...


  • Charleston, West Virginia, United States Cransten Service All Stars Full time

    Job OverviewWe are seeking a highly skilled Master Craftsman to join our team of experienced professionals in the residential remodeling industry.">ResponsibilitiesTo lead and manage a team of skilled tradespeople, ensuring seamless execution of projects from start to finish.To provide exceptional customer service, building strong relationships with clients...


  • Charleston, West Virginia, United States Holiday Inn Express Charleston Full time

    Job Summary: Customer Service Team Leader - Holiday Inn Express CharlestonWe are seeking an experienced and charismatic Customer Service Team Leader to join our front desk team at Holiday Inn Express Charleston. As a leader in our customer service operations, you will be responsible for developing and implementing strategies to deliver exceptional guest...

  • Customer Service Lead

    2 weeks ago


    South Portland, Maine, United States Burlington Full time

    Role OverviewThe Part-Time Customer Service Lead will be responsible for leading day-to-day customer service initiatives, inspiring and motivating associates to provide exceptional customer service. This role requires a strong leader who can model company core values and deliver a consistently great experience to all customers.


  • Charleston, South Carolina, United States Harris Teeter, LLC Full time

    About the RoleAs a Lead Customer Service Supervisor at Harris Teeter, LLC, you will oversee a team of up to 120 associates in the Customer Service Department and accounting office. Your primary responsibility will be to assist the Department Manager in directing and evaluating these departments, ensuring seamless operations and exceptional customer...


  • South Lake Tahoe, California, United States Target Full time

    At Target, we are committed to providing an exceptional guest experience. As a Service and Engagement Team Leader, you will play a key role in ensuring that our guests receive the best possible service.Job SummaryThis role is responsible for leading a team of Guest Advocates and Front of Store Attendants to deliver a seamless shopping experience for our...


  • South Charleston, United States City National Bank of WV Full time

    Customer Service Representative at City National Bank (on-site) We are an EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY/VETS Are you ready to join a team of award-winning customer service professionals? City National Bank is seeking passionate individuals like you to join our ranks as Customer Service Representatives. As one of the leading banks in the...


  • South Lake Tahoe, California, United States Big Brand Tire & Service Full time

    Job DescriptionAre you looking for a challenging and rewarding career in the automotive industry? Do you have what it takes to deliver exceptional customer experiences and drive business growth? Big Brand Tire & Service is seeking an experienced Automotive Operations Manager to join our dynamic team.About the RoleThe successful candidate will be responsible...


  • South Hill, Virginia, United States Love's Travel Stops Full time

    **Team Member Opportunity:**We are looking for a talented Food Service Team Lead to join our team at Love's Travel Stops! As a Food Service Team Lead, you will be responsible for overseeing the preparation and maintenance of food products, ensuring that every guest receives an exceptional dining experience.Key Responsibilities:Supervise and train team...


  • South Elgin, Illinois, United States Circle K Full time

    We are seeking a Customer Service Team Member to join our dynamic team at Circle K. As a key member of our team, you will be responsible for providing outstanding customer service and ensuring a positive shopping experience for our customers. Your duties will include:• Greeting customers and responding to their needs in a friendly and efficient manner.•...


  • Charleston, West Virginia, United States Zips Car Wash Full time

    Job OverviewZips Car Wash is seeking a motivated and customer-focused individual to fill the position of Lead Customer Service Associate. In this role, you will have the opportunity to make a positive impact on our customers' experiences while earning rewards for outstanding performance.Salary and BenefitsThe compensation package includes a competitive...


  • Charleston, West Virginia, United States Kia Country of Charleston Full time

    Job OverviewKia Country of Charleston seeks a highly organized and friendly Automotive Service Advisor to join our team.About the RoleThe ideal candidate will have demonstrated ability to manage others, excellent time management skills, and fantastic communication skills with customers. As a key member of our service department, you will oversee service...