Customer Support Team Leader

2 weeks ago


Happy Valley, United States TEKsystems Full time
Job Overview

A LEADING NAME IN THE OUTDOOR AND SPORTS RETAIL SECTOR IS SEEKING A CUSTOMER SUPPORT TEAM LEADER TO ASSIST DURING THEIR PEAK SEASON. THIS POSITION IS TEMPORARY BUT HAS THE POTENTIAL TO BECOME A LONG-TERM ROLE.

If you possess the necessary experience, we encourage you to apply, and a recruiter will contact you to discuss the next steps.

Work Schedule: Monday to Friday, 8 AM to 5 PM

  • From November to February, shifts may vary between 5 AM and 8 PM.

Compensation: $30 per hour

Key Responsibilities:


• Oversee team management, ensuring effective coaching and guidance to meet performance and behavioral standards. Collaborate on disciplinary actions, monitor calls, and ensure timely and accurate completion of timecards.


• Review agent calls and provide constructive feedback as needed.


• Conduct coaching discussions with team members.


• Provide support to agents through chat and in-person interactions.


• Manage customer escalations effectively.


• Utilize reporting systems to deliver daily updates to leadership and leverage statistics for coaching and departmental incentives.


• Assist with minor troubleshooting of agent equipment and software, including password resets and issue reporting.

Qualifications:

We are looking for a strong communicator with a positive attitude who can assess situations and respond appropriately. Candidates should be adaptable to changing environments.

Preferred qualifications include previous experience in customer service or call center roles, although this is not mandatory.

• Minimum of 2 years in a supervisory capacity.

• Proficient in conducting coaching conversations.

• Strong technical skills and familiarity with call center technologies.

Experience Level: Intermediate Level

About TEKsystems:

We are partners in transformation, helping clients activate ideas and solutions to seize new opportunities. Our team of 80,000 collaborates with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services and Talent Services, we work with forward-thinking leaders to drive change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.

We are an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.



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