Customer Service Lead

2 months ago


Tinley Park, United States Insight Global Full time

As a Lead you will be responsible for ensuring superior service delivery to customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach all teams in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

Responsibilities:

  • Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
  • Support the building and developing of an effective and high-performance team
  • Maintain daily and weekly statistics for individual direct reports
  • Analyze department results
  • Troubleshoot operational problems
  • Complete team reports as required
  • Identify and analyze escalated problems and provides guidance to direct reports for resolution
  • Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Must-Haves:

  • 4 years of experience in a customer service role troubleshooting and handling complex transactions
  • 1 year of team lead or supervisor experience
  • Experience with Microsoft Office (Word, Excel, & Outlook)

Plus:

  • Experience working in call center environment
  • Bilingual – English/Spanish

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