Customer Service Team Lead

Purpose You are the top tier support and the primary escalation point of your shift members. You are a subject matter expert within the department and therefore are expected to be a collaborator of information, knowledge, and guidance to your team. You are expected to ensure all team members are on task, and that customer support is operating smoothly. You are also expected to provide guidance through coaching, mentoring, developing and supporting your team members. Responsibilities:

1. Monitor and maintain a prompt rate of high quality responses to customers
2. Collaborate with other teams and departments to achieve success and improvements
3. Maintain a high level of CSAT quality and team member productivity
4. Train, coach and mentor all team members
5. Assisting in the operations of your team through completion of reports, handling escalations and management of staff rosters

1. Have at least 2-3 year’s experience managing a team
2. Excellent communication and interpersonal skills
3. Be able to work and lead a team remotely and adjust to workplace challenges
4. Ability to multitask, prioritize and manage time effectively
5. Familiarity with CRM systems and practices, desirable
6. Ability to work under pressure
7. Ability to develop people through coaching to improve performance
8. The ability to quickly learn and grasp understanding of various CRM?s, back office systems and processes
9. The ability to know great from good, reward the great and work to improve the good.