Senior Customer Service Team Lead
7 days ago
Company Overview
">Education at Work is a non-profit organization dedicated to empowering students from underserved communities through work-based learning programs.
">Job Summary
">The Senior Customer Service Team Lead manages a dynamic team of experts, coaches them to perform at the highest levels, and handles customer escalations. This role is pivotal in monitoring quality assurance, training, and managing schedules and attendance while fostering motivation and maintaining company culture.
">Key Responsibilities
">- Lead and manage a team of 20-25 student call center agents specializing in customer service inquiries.">
- Advocate for customers by identifying their needs and guiding them to appropriate resources.">
- Monitor, coach, and provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.">
- Identify training requirements and skill gaps among the agent team.">
- Administer daily schedules and attendance for the agent team.">
- Coach and develop direct reports to exceed call center goals.">
- Resolve escalated customer concerns, balancing superior service with fiscal responsibility.">
- Conduct staff meetings and coaching sessions to ensure effective communication.">
- Manage time cards and payroll in ADP.">
- Maintain excellent knowledge of company policies and procedures.">
- Exhibit exceptional time management, organization, and prioritization skills.">
- Work independently and in a team setting within a fast-paced environment.">
- Flexibility to work both AM and PM shifts, including some holidays.">
Requirements
">- Bachelor's or associate degree required.">
- 3 years of experience in a call center or customer service role.">
- Experience handling customer escalations and providing excellent customer service.">
- Ability to monitor, coach, and provide effective feedback to agents to meet performance metrics.">
- High level of integrity and professionalism in handling confidential information.">
- Strong computer skills and proficiency in Microsoft Office Suite.">
- Strong analytical and problem-solving skills.">
- Excellent written, verbal, and interpersonal communication skills.">
- Proven success in leading a team of agents.">
- Ability to multi-task and perform in a fast-paced environment.">
- Embrace feedback and approach work with a growth mindset.">
Compensation
">$45,000 - $55,000 per year.
">Benefits
">This exempt position offers a competitive salary and benefits package, reflecting the importance of this role in supporting Education at Work's mission.
">About Us
">Educated at Work empowers students from traditionally underserved communities to secure high-quality post-graduation jobs through evidence-informed work-based learning programs. By equipping students with high-value skills and experiences sought in the professional world, we aim to enable them to secure meaningful employment after graduation.
">We foster an inclusive, student-centered culture that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work. If you share our passion for excellence and are committed to empowering students, we invite you to join our team.
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