Customer Service Team Lead

3 weeks ago


Bossier City, Louisiana, United States YoungWilliams Full time

Job Summary

The Contact Center Supervisor at YoungWilliams is responsible for leading a team of Customer Service Representatives to achieve contract performance and customer satisfaction goals. This role requires strong leadership and direction, with a focus on daily supervision, training, and work direction to staff.

Key Responsibilities

  • Provide supervision and motivation to team members, evaluating and rewarding individual and team performance
  • Collaborate with management to develop policies and procedures for daily operations
  • Ensure daily, weekly, and monthly productivity and quality metrics are achieved
  • Identify and implement solutions for current and long-term issues
  • Maximize operational performance and efficiencies to ensure quality customer service and timely call management
  • Provide performance coaching to associates, detailing areas of success and opportunities for improvement
  • Conduct weekly staff meetings and develop tools to assist management in report generation

Requirements

An Associate Degree or equivalent work experience in a related field is preferred. At least one year of customer service or call center experience is also preferred, along with experience performing related work responsibilities. The ideal candidate will be highly developed in problem resolution skills, with excellent interpersonal, written, and oral communication skills.

Work Environment

This role is ideal for an organized, flexible, and multitasking individual who works well under pressure. Experience in a team environment and as an autonomous contributor is also preferred.



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