Client Relations Team Leader
3 weeks ago
Role Overview: As a Customer Service Team Lead, you will guide and mentor a dynamic team to deliver outstanding service to our customers and clients. Your leadership will drive success through the development and implementation of innovative strategies aimed at enhancing productivity, improving customer satisfaction, and leveraging data for operational enhancements. You will manage daily operations, ensuring the monitoring of open orders, addressing issues as they arise, supporting your team, and ensuring that key performance indicators (KPIs) are achieved. Collaboration with the Broker Relationship Management team will be essential, as will coaching, developing, and providing performance reviews for your team members. This position offers a unique chance to make a significant impact within a rapidly growing organization.
Work Schedule:
- Standard hours: 8:00 AM - 5:00 PM with weekends off.
- Hybrid work model: 3 days in-office and 2 days remote.
- Oversee daily team operations, including queue management and communication with brokers and customers.
- Develop strategies to meet service level agreements (SLAs) for phone, chat, and queue work.
- Address escalated issues from brokers and customers.
- Provide real-time assistance to Order Fulfillment agents and offshore partners.
- Facilitate agent development through regular reviews, training for new hires, and ongoing coaching.
- Communicate significant issues and trends to senior management.
- Conduct audits of agent performance.
- Participate in the recruitment and hiring of new agents.
- Manage payroll processes and approve bi-weekly submissions.
- Handle multiple projects and tasks concurrently.
First 30 Days:
- Complete orientation and acquire necessary resources for success.
- Gain a comprehensive understanding of ticket marketplace operations.
- Familiarize yourself with workforce management tools.
- Initiate one-on-one meetings with team members to build rapport and provide coaching.
- Contribute to strategies and technologies that support business objectives.
- Maintain and strengthen internal and external relationships.
- Identify order issues and trends while monitoring team activities.
- Provide constructive feedback to agents to enhance their performance.
- Implement methods to positively influence team performance.
- Engage in continuous learning to advance necessary skills.
- Conduct performance reviews for team members.
- Independently resolve escalated customer concerns.
- Thorough understanding of the ticket fulfillment process.
- Strong problem-solving and decision-making abilities.
- Capability to manage multiple projects effectively.
- Proactive in identifying and resolving potential issues.
- Proven track record of reliability and performance.
- Vivid Seats offers competitive compensation, bonus opportunities, equity for all employees, flexible PTO, mental health days, comprehensive medical, dental, and vision insurance, 401K matching, and various workplace perks.
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