Customer Service Team Lead

2 weeks ago

Knoxville, Tennessee, United States ONE INC SOFTWARE CORPORATION Full time
Job Title: Customer Service Team Lead

At ONE INC SOFTWARE CORPORATION, we are seeking a highly skilled and experienced Customer Service Team Lead to join our team. As a Customer Service Team Lead, you will be responsible for leading and developing a team of Customer Service Agents/Representatives, providing guidance and training, utilizing effective coaching skills, and maintaining a day-to-day oversight of the Contact Center.

Key Responsibilities:
  • Oversee a team of Customer Service Agents/Representatives, providing guidance and training, utilizing effective coaching skills, and maintaining a day-to-day oversight of the Contact Center.
  • Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth.
  • Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures (P&P's).
  • Effectively handle Escalated Contacts appropriately with little oversight.
  • Identify and escalate potential people and business concerns timely for resolution.
  • Foster a Positive and Collaborative environment, while also maintaining an engaged and focused attitude in the face of ever-changing goals, focus, and situations within the Center and Company.
  • Lead and Manage team performance in an effective and timely manner to include potential, development opportunities and/or Corrective Action.
  • Develop strong Subject Matter Expertise to ensure team's understanding of scope of work.
  • Assist in consistently improving team's product knowledge, performance, and skillset.
  • Coordinates communication between management, QA, and Team Members.
  • Coordinates/monitors daily work adherence to schedules and assignments.
  • Organize daily work to deliver to SLA's and other important KPI's/metrics, and maintaining performance records for all agents.
  • Serve as a main point of contact for teams for daily, weekly, monthly, and yearly feedback.
  • Provide input into performance goals process and hiring decisions.
  • Weekly meetings with management to discuss team metrics, development, and update on Employees.
  • Effectively conduct meetings with team members to provide updates on metrics, changes within Center and P&P's, and general engagement.
  • Provide on-demand support/assistance/coaching to all team members.
  • Demonstrate honesty, integrity, and humility.
  • Additional duties as assigned.
Requirements:
  • Minimum of 1 year directly managing a team of in person or remote Customer Service Agents/Representatives including coaching, training, performance management and handling disciplinary action when needed.
  • Proven ability in building relationships and managing people and processes effectively.
  • Self-awareness, empathy, and emotional intelligence.
  • Ability to work as a contributing member of a team and individually.
  • Ability to communicate effectively across all levels of the organization.
  • Positive attitude, passion and accountability for people and customer service.
  • Ability to strive in a fast-paced environment and adapt to change.
  • Skilled coach and mentor, able to drive success across team. Ability to work under pressure, manage shifting priorities, and meet deadlines.
  • Demonstrated ability to problem solve and think critically.
  • Organized and focused while also delegating work appropriately.
  • Skilled coach in working with Team Members on Daily, Weekly, Monthly, and Yearly performance.
  • Effective listener, able to use information to execute decisive decisions with integrity and with respect for everyone across all teams.
  • Ability to give and receive all types of feedback to improve both personal and professional performance.
Education & Experience:
  • Associate degree OR 2+ years relevant experience preferred.
  • Insurance experience is preferred.
  • Experience with MS Office, Google Suite, CRM applications.
  • Call Center or Customer Service experience preferred.
  • Bi-lingual a plus.
Desired Traits:
  • Adaptable to Change, Problem Solver, Self-starter, Demonstrates Ethical Behavior always, Strong Drive and initiative, Team Player, Supportive & Inclusive, Exudes a commitment to Personal & Professional Development.

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