Contact Center Team Lead

3 weeks ago

Tampa, United States Leading Edge Connections Full time
Job description - This is a Remote Position

Leading Edge Connections is seeking an experienced and passionate Contact Center Customer Experience Supervisor to join our team as a remote call center team lead. As a supervisor for our fully remote team, you will play a vital role in ensuring exceptional customer experiences and driving the success of our contact center operations. If you have a minimum of 5 years of contact center experience, including at least 3 years in a leadership role, we want to hear from you

Responsibilities:

· Leadership: Provide strong and effective leadership to a fully remote team of customer service representatives, fostering a positive and collaborative work environment. Set clear performance expectations, coach team members for success, and conduct regular performance evaluations.

· Customer Experience Management: Oversee and ensure the delivery of outstanding customer experiences by monitoring and analyzing key performance indicators (KPIs) and quality metrics. Implement strategies to enhance customer satisfaction and loyalty, proactively address customer concerns and escalations, and identify opportunities for process improvements.

· Team Development: Develop and nurture the skills and talents of your team through comprehensive training programs and ongoing coaching and mentorship. Encourage a culture of continuous learning, provide feedback and recognition, and promote career growth and professional development opportunities.

· Operational Excellence: Optimize contact center operations by implementing effective processes, workflows, and technologies. Collaborate with cross-functional teams to streamline operations, improve efficiency, and achieve service level targets. Ensure adherence to industry best practices and compliance with relevant regulations.

· Performance Management: Set team goals and objectives aligned with organizational objectives. Monitor team performance, identify performance gaps, and develop action plans to drive continuous improvement. Conduct regular team meetings, performance evaluations, and one-on-one coaching sessions to address individual and team performance.

· Reporting and Analysis: Generate and analyze reports on team performance, customer satisfaction, and operational metrics. Use data-driven insights to identify trends, areas for improvement, and opportunities to enhance the overall customer experience. Present findings and recommendations to senior management.

· Collaboration: Collaborate closely with stakeholders across the organization, including other departments and senior leadership, to align customer service goals with overall business objectives. Foster strong working relationships, contribute to cross-functional initiatives, and actively participate in meetings and project teams.

Requirements:

· Must have own equipment. Must have a computer (NO Mac, Chromebooks, or tablets allowed), USB headset, Windows 10 or above.

Minimum of 5 years of experience in a contact center or customer service environment.

· At least 3 years of leadership or supervisory experience, preferably in a remote work setting.

· Demonstrated expertise in driving exceptional customer experiences and achieving customer satisfaction goals.

· In-depth knowledge of contact center operations, including KPIs, quality assurance, workforce management, and performance metrics.

· Strong understanding of customer service principles and best practices.

· Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a remote team.

· Proficient in using contact center technology platforms, remote team management tools, and reporting systems.

· Analytical mindset with the ability to leverage data to make informed decisions and drive performance improvements.

· Strong problem-solving abilities and a proactive approach to identifying and resolving operational issues.

· Flexibility to work various shifts as needed to support a global customer base.

If you are a results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Join our team and play a key role in shaping the success of our contact center operations while leading a high-performing remote team.

Job Type: Full-time

Salary: $16.00 - $18.00 per hour

Schedule:

  • 8 hour shift
  • Monday to Friday
  • Weekend availability

Experience:

  • Leadership: 2 years (Required)

Work Location: Remote

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