Customer Service Team Lead

1 week ago

Wichita Falls, Texas, United States Mass Markets Full time
Customer Service Supervisor Job Description

About the Role:

We are seeking an experienced Customer Service Supervisor to oversee and coordinate the daily operations of our customer service team. This role is responsible for ensuring that customer inquiries and concerns are addressed promptly and efficiently, and that the team meets or exceeds performance targets.

Key Responsibilities:

  • Supervise and lead a team of customer service representatives.
  • Provide coaching, training, and mentoring to team members.
  • Foster a positive and collaborative work environment.
  • Ensure timely and accurate resolution of customer inquiries, issues, and complaints.
  • Monitor and evaluate customer service interactions to maintain high-quality standards.
  • Handle escalated customer concerns and find appropriate resolutions.
  • Responsible for driving the growth of revenue and profit originating from a call center.
  • Monitor and analyze key performance indicators (KPIs) to assess team performance.
  • Implement improvement plans as needed to achieve service level objectives.
  • Identify areas for process improvement within the customer service workflow.
  • Prepare regular reports on team performance, customer feedback, and key metrics.
  • Ensure consistent and accurate communication with customers.
  • Directs workforce management activities and sets performance goals and objectives accordingly.
  • Be a subject matter expert on your client's business.
  • Manage remote employees as needed.

Requirements:

  • Minimum of 3-years total call center experience or 1-year call center management experience.
  • Associate's degree or equivalent combination of education and relevant work experience.
  • Exceptional interpersonal & communication skills.
  • Strong supervisory experience including staff development.
  • Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
  • Superior knowledge of call center tools and technology used to manage KPIs and SLAs.
  • Possess practical conflict resolution skills (both customer and agent conflict).
  • Proven leader with advanced time management, planning, organizational and multitasking skills.
  • Ability and eagerness to learn new products and system.
  • Ability to work in a professional, fast-paced environment.
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
  • Clear, concise, and practical communication skills (both oral and written).
  • Solution-oriented and positive mindset that openly embraces change and stretches goals.
  • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
  • Ability to hold team members accountable for job performance including adherence, KPI's, and process.

About Mass Markets:

Mass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Why Work with Us:

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:

  • Must be authorized to work in the country in which the job is based.
  • Must be willing to undergo employee background screening. Job offers are contingent on background screening tests.

Equal Opportunity Employer:

At Mass Markets, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at Mass Markets are based solely on a person's merit and qualifications.

  • Customer Service Team Lead

    4 days ago

    Wichita Falls, Texas, United States Mass Markets Full time

    Customer Service Supervisor Job DescriptionAbout the Role:We are seeking an experienced Customer Service Supervisor to oversee and coordinate the daily operations of our customer service team. This role is responsible for ensuring that customer inquiries and concerns are addressed promptly and efficiently, and that the team meets or exceeds performance...

  • Retail Customer Service Team Lead

    4 days ago

    Wichita Falls, Texas, United States PetSmart, Inc. Full time

    Customer Service Supervisor Job DescriptionPetSmart, Inc is seeking a Customer Service Supervisor to lead our team in delivering exceptional customer experiences.Key Responsibilities:Ensure customer satisfaction through effective issue resolution and complaint handling.Maintain store standards and promote a culture of empowerment among team members.Lead by...

  • Retail Team Lead

    2 days ago

    Wichita Falls, Texas, United States Office Depot Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Retail Part-Time Team Lead at Office Depot. As a key member of our sales team, you will be responsible for providing exceptional customer service, driving sales growth, and leading by example to ensure a positive and productive work environment.Key...

  • Team Member

    3 weeks ago

    Wichita Falls, Texas, United States Ronnies Burgers Full time

    Job OverviewWe are seeking a highly motivated and enthusiastic individual to join our team as a Team Member. As a key member of our restaurant staff, you will be responsible for providing exceptional customer service and ensuring a positive dining experience for our guests.Key Responsibilities:Welcoming and greeting customers in a friendly and professional...

  • Audit Team Lead

    4 weeks ago

    Wichita Falls, Texas, United States FORVIS Full time

    Become a key player at Forvis Mazars by delivering exceptional assurance services to our diverse clientele. We seek skilled professionals who can evaluate audit methodologies, conduct thorough audits, and foster robust client partnerships. If you possess a commitment to outstanding client service, strong analytical capabilities, and hold a CPA license, we...

  • Shift Manager

    2 weeks ago

    Wichita Falls, Texas, United States Taco Bell of America Inc dba Taco Bell Full time

    Job SummaryWe are seeking a highly motivated and experienced Shift Manager to join our team at Taco Bell of America Inc dba Taco Bell. As a Shift Manager, you will be responsible for leading a team of employees and ensuring the smooth operation of our restaurant during your shift.Key ResponsibilitiesLeadership and Team ManagementSupport the Restaurant...

  • Customer Service Representative

    2 weeks ago

    Wichita Falls, Texas, United States Brycen Whitaker - State Farm Agent Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative at Brycen Whitaker - State Farm Agent.Key ResponsibilitiesEstablish and Maintain Customer Relationships: Build and maintain strong relationships with customers to understand their needs and provide personalized...

  • Customer Service Representative

    1 week ago

    Wichita Falls, Texas, United States Brycen Whitaker - State Farm Agent Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative at Brycen Whitaker - State Farm Agent.Key ResponsibilitiesEstablish and Maintain Customer Relationships: Build and maintain strong relationships with customers to understand their needs and provide personalized...

  • Customer Service Representative

    2 hours ago

    Wichita Falls, Texas, United States DXP Enterprises Full time

    Job OverviewDXP Enterprises is seeking a highly skilled Customer Service Representative to join our team. As a key member of our sales and service team, you will be responsible for providing exceptional customer service, processing customer orders, and assisting the outside sales team with quoting and sourcing products.Key Responsibilities:Respond to...

  • Customer Support Team Leader

    3 weeks ago

    Wichita Falls, Texas, United States Mass Markets Full time

    POSITION OVERVIEWJob Title: Customer Service SupervisorJob Type: Full TimeLocation: RemoteMass Markets is a prominent Business Process Outsourcing (BPO) organization dedicated to providing customized solutions that cater to the varied requirements of our clients. Our commitment to excellence and innovation has established us as a reliable partner in the...

  • Customer Service Representative

    2 weeks ago

    Wichita Falls, Texas, United States Aramark Full time

    Job OverviewWe are seeking a highly skilled and customer-focused individual to join our team as a Cashier. As a Cashier, you will be responsible for providing exceptional customer service, processing transactions, and maintaining a clean and organized work environment.Key ResponsibilitiesOperate a cash register and handle customer transactions accurately and...

  • Customer Service Representative

    2 weeks ago

    Wichita Falls, Texas, United States Envoy Air Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our airport operations team, you will be responsible for providing exceptional customer service to our passengers, ensuring a seamless and efficient travel experience.Key ResponsibilitiesCustomer Service:...

  • Customer Service Representative

    5 days ago

    Wichita Falls, Texas, United States Mass Markets Full time

    Mass Markets Job SummaryWe are seeking a skilled Contact Center Agent to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for handling inbound and outbound contacts in a professional and timely manner.Key ResponsibilitiesProvide exceptional customer service through effective call handling and...

  • Customer Service Representative

    5 days ago

    Wichita Falls, Texas, United States Mass Markets Full time

    Mass Markets Job SummaryWe are seeking a highly skilled and multilingual Call Center Representative to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for handling inbound and outbound contacts in a professional and courteous manner.Key ResponsibilitiesHandle customer inquiries and resolve issues in a...

  • Customer Service Representative

    3 days ago

    Wichita Falls, Texas, United States Mass Markets Full time

    Mass MarketsJob SummaryWe are seeking a highly skilled and customer-focused Contact Center Agent to join our team at Mass Markets. As a Contact Center Agent, you will be responsible for handling inbound and outbound contacts in a professional and timely manner.Key ResponsibilitiesHandle customer inquiries and resolve issues through effective problem-solving...

  • Customer Service Representative

    2 weeks ago

    Wichita Falls, Texas, United States Public Storage Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our Public Storage team, you will be responsible for providing exceptional service to our customers, ensuring their storage needs are met, and maintaining a positive and professional work environment.Key...

  • Customer Service Representative

    2 days ago

    Wichita Falls, Texas, United States Mass Markets Full time

    Mass Markets Job SummaryWe are seeking a skilled Call Center Agent to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for handling inbound and outbound contacts in a professional and timely manner.Key ResponsibilitiesResolve customer inquiries and issues through effective communication and problem-solving...

  • Customer Service Representative

    4 days ago

    Wichita Falls, Texas, United States Mass Markets Full time

    Mass Markets Job SummaryWe are seeking a skilled Call Center Agent to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for handling inbound and outbound contacts in a professional and timely manner.Key ResponsibilitiesResolve customer inquiries and issues through effective communication and problem-solving...

  • Customer Service Representative

    2 weeks ago

    Wichita Falls, Texas, United States Aramark Full time

    Job SummaryWe are seeking a highly skilled and customer-focused individual to join our team as a Cashier at Aramark. As a Cashier, you will be responsible for providing exceptional customer service, processing transactions, and maintaining a clean and organized work environment.Key ResponsibilitiesProcess transactions accurately and efficiently using a...

  • Customer Service Representative

    2 weeks ago

    Wichita Falls, Texas, United States Octane Co. Full time

    About Octane Co.Octane Co. is a dynamic and innovative company that values flexibility, growth, and community support. We're seeking a dedicated professional to join our esteemed customer service leadership team within the insurance industry.Why Choose Octane Co.?Flexibility and AutonomyWe offer the freedom of remote work, allowing you to tailor your...