Service Operations Lead

2 weeks ago


Phoenix, Arizona, United States OneCommunity Full time

Position Overview

The Customer Service Team Lead plays a crucial role within the Customer Service Representative (CSR) team, focusing on optimizing team performance and ensuring the delivery of exceptional service that aligns with customer expectations. This position serves as a vital connection between the client and the team, particularly during disputes or escalations, and is recognized as a stepping stone into management within the Customer Service career path.

Key Responsibilities

  1. Team Management and Development: Lead, train, and nurture the Customer Service Representatives under your supervision.
  2. Conduct daily performance evaluations for all team members.
  3. Ensure compliance with organizational guidelines and departmental standards.
  4. Act as the primary contact for adherence to attendance and scheduling protocols.
  5. Facilitate regular team meetings to promote operational efficiency.
  6. Communicate departmental strategic initiatives to front-line CSRs, providing clarity and rationale.

Relationship Management:

  1. Build and maintain strong relationships as an internal liaison between CSRs and other departments.
  2. Serve as a key contact for external clients and vendors during escalations.
  3. Collaborate with Operations and Site Directors to share necessary information.
  4. Address process or performance issues promptly with management.
  5. Engage with Service Delivery and Quality Assurance teams to act on feedback.

Technical Proficiency:

  1. Utilize expertise in client work scopes to ensure team understanding.
  2. Provide training on company systems and processes.
  3. Generate Management Information data as needed.
  4. Foster a positive and collaborative team environment.
  5. Maintain confidentiality of all internal and external data.
  6. Undertake additional projects and responsibilities as assigned.

Professional Skills:

Successful candidates typically exhibit proficiency in:

  • Customer Service
  • Verbal and Written Communication
  • Team Collaboration
  • Relationship Building
  • Organizational Awareness
  • Learning Agility
  • Analytical Thinking
  • Problem Solving
  • Process Orientation
  • Prioritization

Qualifications:

Minimum Requirements:

  • High school diploma.

Preferred Qualifications:

  • Undergraduate degree or relevant internship experience.

Please note that this job description is intended to provide a general overview of the position and is not exhaustive of all duties and responsibilities.



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