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Supervisor - Team Lead

2 months ago

Bossier City, Louisiana, United States YoungWilliams Full time

Job Summary

At YoungWilliams, we are seeking a highly skilled and experienced Supervisor to join our team. As a key member of our leadership team, the Supervisor will be responsible for providing guidance and direction to a team of Customer Service Representatives, ensuring that our high standards of customer service are met.

Key Responsibilities

  • Provide leadership and direction to a team of Customer Service Representatives, motivating and evaluating individual and team performance.
  • Oversee the development of goals and performance expectations, ensuring that team members are aligned with company objectives.
  • Collaborate with management to develop policies and procedures for daily operations, ensuring that our processes are efficient and effective.
  • Monitor and analyze daily, weekly, and monthly productivity and quality metrics, identifying areas for improvement and implementing solutions.
  • Proactively identify and address issues, implementing solutions to ensure quality customer service and timely call management.
  • Provide performance coaching to associates, detailing areas of success and opportunities for improvement.
  • Conduct regular team meetings to ensure open communication and address any concerns or issues.
  • Develop and implement tools to assist management in report generation, ensuring that we meet our contractual obligations.

Requirements

We are seeking a candidate with a strong background in customer service and leadership, with a proven track record of success in a similar role. The ideal candidate will possess excellent interpersonal, written, and oral communication skills, as well as the ability to work well under pressure and prioritize tasks effectively.

Preferred Qualifications

  • Associate Degree or equivalent work experience in a related field.
  • At least one year of customer service or call center experience.
  • Experience performing related work responsibilities.
  • Computer literate.
  • Highly developed problem resolution skills.
  • Successful proven record of accomplishment for leading, motivating, counseling, and training employees.
  • Excellent interpersonal, written, and oral communication skills.
  • Organized, flexible, multitasker who works well under pressure.
  • Experience in a team environment, as well as an autonomous contributor.