The Customer Service Team Lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing U.S. based clients.
Manages team productivity and utilization, focused on Client Specific KPIs and Goals set by AUXIS Management.
Designs and implements process improvements.
Support the administration of management tasks associated with : payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-
boarding of new hires.
Monitor overall team workload and reallocate / delegate tasks as necessary to ensure optimal team efficiency.
Build morale, establish an atmosphere of team camaraderie, and promote a common team identity.
Conduct weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1 : 1 check-ins with each team member.
Interview candidates for open positions and provide feedback on feasibility / team fit.
Communicate and enforce local office policies, including time tracking requirements.
Assign mentors to new hires and monitor progress of both mentors and mentees.
Creates and distributes Daily Status report.
Responsible for performing Quality evaluations per agent. (5 calls per month).
Responsible for performing Ecommerce evaluations.
Assess team talent, identifying stronger and weaker performers. Creates PIPs and defines supportive actions on low performers.
Team Leads will take a minimum of 1 hrs of calls per week (Sunday to Saturday).
Will take Customer escalations
Skills and Experience
Previous experience leading teams / personnel.
Two years of work related experience required.
Leadership courses and workshops will be considered an asset.
Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
Proven ability to effectively lead through change.
Effective oral and written communication skills.
Demonstrated ability to link specific activities to desired results.
Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.
Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.
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