Customer Service Team Lead

4 weeks ago

Irvine, California, United States Alleviate Financial Solutions Full time
Job Overview

The Client Success Supervisor is responsible for overseeing the daily operations of the Client Success Associates, ensuring the efficiency and productivity of the department aligns with company goals and expectations. This role involves organizing and directing the team to achieve optimal results.

Key Responsibilities:

  • Manage teams of 15-20 Client Success Associates
  • Drive excellent performance from the team to achieve sustainable business growth
  • Optimize procedures and keep staff motivated
  • Ensure adherence to policies and procedures
  • Review and monitor daily production, setting daily, weekly, monthly, and quarterly goals
  • Answer questions from staff and provide guidance and feedback
  • Measure performance with key metrics; calls taken/abandoned/waiting, call quality, etc.
  • Prepare monthly/annual results and performance reports
  • Assist the manager with reporting and maintenance of EOD reports
  • Take over phone calls as needed
  • Periodical performance management (Performances Notices & Coaching) based on attendance, productivity, or any other criteria pertinent to job function
  • Aid management in handling disciplinary actions
  • Communicate all company and job-related information to staff members
  • Manage all aspects of personnel, including scheduling, performance evaluations, payroll, disciplinary actions, terminations, and interviewing
  • Establish, review, and update department and company policies and procedures
  • Ensure compliance with FTC and FCC regulations, department, and company policies, procedures, and guidelines
  • Establish and strengthen relationships with interdepartmental staff and external partnerships
  • Maintain professional relationships with internal departments and customers, being reliable, punctual, tactful, considerate of others, and practicing open communication
  • Establish schedules for Direct Reports
  • Other duties as assigned

Requirements:

  • High School Diploma or GED required
  • Experience as a call center supervisor or lead capacity in any environment
  • Experience in Customer service is essential
  • Ability to work under pressure
  • Result Oriented, Excellent organizational and leadership skills
  • Outstanding customer service skills with the ability to de-escalate difficult situations calmly and effectively
  • A strong sense of urgency and ownership with a keen ability to prioritize
  • Superior time management, multitasking, and organizational skills; able to work under deadline constraints while completing work accurately and efficiently
  • Thorough knowledge of call center policies and procedures
  • Good judgment with a highly developed sense of integrity and ability to consistently adhere to company and department guidelines and accurately apply policies and procedures to various situations
  • A strong work ethic, flexible, and adaptable with a positive attitude and a willingness to go above and beyond
  • Technically savvy: Intermediate knowledge of MS Office programs, Intermediate computer literacy skills, quick
  • Ability to communicate clearly and professionally both verbally and in writing, while utilizing specialized skills of tact and persuasion and efficient typing skills

We understand potential comes in many forms. Even if you don't check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others.

Additional Perks & Benefits:

  • Health, dental, and vision benefits available after 30 days of employment
  • Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more
  • 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
  • Paid holidays
  • 401(k) that can be elected from day 1 of employment
  • The opportunity to work alongside an incredible group of people who are all driven to help others

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This position must pass a post-offer pre-employment criminal background check.

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