Senior Customer Service Team Lead

3 weeks ago

MagstattleBas, Grand Est, United States North End Teleservices Full time
Job Title: Senior Customer Service Team Lead

North End Teleservices is seeking a highly skilled Senior Customer Service Team Lead to join our team. As a key member of our leadership team, you will be responsible for providing exceptional customer service and leading a team of customer service representatives.

Key Responsibilities:
  • Provide daily direction and communication to employees to ensure customer service calls are answered in a timely and efficient manner.
  • Continually evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service to internal and external customers.
  • Maintain and manage daily Operations Reports.
  • Provide statistical and performance feedback and coaching to team members on a regular basis.
  • Address employee relations issues and ensure employees have the necessary training and resources to perform their jobs.
  • Create and maintain a high-quality work environment to motivate team members to perform at their highest level.
  • Assist the supervisor/manager with daily operations of the call center, including staffing, training, production, scheduling, and reward/recognition programs.
Requirements:
  • Excellent written/verbal/interpersonal communication skills to communicate and interact effectively with customers and co-workers.
  • Knowledge of contact center technology.
  • Excellent leadership and organizational skills.
  • Excellent performance management skills.
  • Strong problem-solving and analysis capability.
  • Excellent command of the English language, good use of grammar skills.
  • High school diploma or equivalent.
  • Must be able to pass English grammar and sentence structure competency.
DEI Competencies:
  • Diversity equity and inclusion as a leadership competency is a measure of success within NET.
  • Continuous learning: Commits to continuous learning/improvement in diversity, inclusion, and cultural competence.
  • Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts.
Compensation:

North End Teleservices offers a comprehensive benefits package. Compensation is commensurate with skills and experience.

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders.

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