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Customer Experience Team Lead

2 months ago

Hialeah, Florida, United States Goodwill San Antonio Full time
Job Description

As a Team Manager Customer Experience, you will be responsible for coordinating the operations of a call-service team, exercising regular supervision over 20-24 subordinate personnel.

Key Responsibilities:

  • Provide regular supervision and mentorship to subordinate staff
  • Ensure effective communication with subordinate staff on performance, goals, and coaching
  • Facilitate daily agent coaching and development sessions
  • Participate in client-related activities, including calibration sessions and project planning
  • Identify and address agent training needs
  • Manage team time entry to ensure 0% discrepancy rate
  • Manage program-specific performance standards, including AHT, Quality Scores, Sales, etc.
  • Manage financial implications of attrition and attendance by maintaining program-specific goals
  • Manage staffing in accordance with program-specific workflow
  • Complete weekly Team Manager Scorecard for review with Operations Manager

Qualifications:

  • High School Diploma or GED required
  • Completion of Team Manager Onboarding
  • Considerable experience managing 15 or more employees, either in a supervisory role or demonstrating the following skills:
    • Excellent oral and written communication skills
    • Strong interpersonal skills, including the ability to provide constructive feedback
    • Establish a team environment by coordinating/cooperating with peers
    • Successful completion of two management-level interviews
    • Time management skills and computer proficiency
    • Objectivity, professionalism, and maturity
    • Flexibility and ability to adapt well in a changing environment

Preferred Qualifications:

  • Bachelor's degree desirable

Work Environment:

Running day-to-day operations, 100% of the time, with 20% devoted to administrative duties, 20% to client-related activities, and 60% to developing Customer Care Consultants.

Equal Opportunity Employer - Veterans/Disabled