The Customer Service Lead is responsible for execution of training, scheduling, escalations, and customer satisfaction. In partnership with Management, implements processes and procedures to improve operational efficiency and ensure best-in-class customer experience. Fosters cooperative, positive, and empowered culture with peers.
Essential Functions and Responsibilities • Developing inbound and outbound forecasts and ensuring adequate resources to cover workload • Manage employee schedules and ensures that the department is prepared to respond to call volumes during peak times. • Answers team members' questions and provides solutions-based advice. • Serves as first point of escalation from the CSRs. • Ensures resolution of customers' long-standing or complex problems • Maintaining excellent customer satisfaction results • Training Team Members to deliver excellent customer experience and involvement in staff performance evaluations and recruitment process • Developing customer experience standards, policies and procedures for the department • Keeping abreast of developments and advancements in customer service field by reading pertinent journals, attending meetings and courses • Analyzing data or statistics regarding the customer experience level that the organization is providing and implementing improvements in areas of opportunity • Providing operational reports, scorecards, and dashboards • Participating in operational reviews • Accomplish all tasks assigned or requested
Qualifications • Bachelor's Degree in Consumer Studies, Business studies or Management studies related field • Minimum 5+ years of experience with customer service management related activities in a
multi-channel contact center environment • Proven results in operational and customer satisfaction excellence • Experience with Workforce management • Experience with motivational, listening and problem-solving skills • Experience with process improvement (such as Lean or Six Sigma) and project management preferred • Proficiency with CRM systems and processes • Proficient with MS Office products • Good administrative proficiency and customer relations skills • Ability to prioritize and complete tasks efficiently • Experience working with high-profile clients and aggressive deadlines • Exceptional verbal and written communication skills
Work Environment and Physical Demands
The Customer Experience Lead role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 10 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements include close vision.
While performing the duties of this job, the employee is not exposed to weather conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Position Type/Expected Hours of Work
This is a full-time position; core days and hours of work are Monday through Friday, 8am to 5pm with occasional overtime anticipated.
Travel requirements are not anticipated for this position.
There are supervisory responsibilities associated with this role
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status