Onsite Lead CSR — Drive Team Performance

TTEC; Cornholme; On-site; GBP 17,469 - 21,579; Full time

Job summary

TTEC is seeking a Lead Customer Service Representative to lead a team onsite in Portsmouth, Virginia. You’ll delegate tasks to CSRs, oversee daily operations, and ensure accurate record-keeping while guiding the team to deliver exceptional service.

The role emphasizes leadership, accountability, and a focus on KPI achievement, with a base wage starting at $17.50 per hour plus bonus opportunities and a comprehensive benefits package.

Qualifications

• High school diploma or equivalent.
• 6 months prior inventory & data entry experience or related experience preferred.
• Skilled in MS Office, spreadsheet, and processing programs.
• Data Entry skills (35 wpm)
• Dependable, accurate and detail oriented.

Responsibilities

• Delegate tasks to Customer Service Representatives, ensuring they handle scanning, communications, Quality Assurance, and cleaning tags effectively.
• Investigate patron accounts and handle complaints or escalations to provide accurate information and resolutions.
• Verify nightly deposits and update the Daily Reconciliation Spreadsheet, ensuring accuracy and understanding of inventory processes.
• Ensure Key Performance Indicator targets are met for the Walk‑In Center and maintain complete knowledge of all Customer Service Representative responsibilities.
• Display leadership qualities, set a good example for the team, and fully support the Supervisor.

Skills

Data entry

Customer service

Leadership

Education

High school diploma or equivalent

Tools

MS Office

Job description

TTEC is seeking a Lead Customer Service Representative to lead a team onsite in Portsmouth, Virginia. You’ll delegate tasks to CSRs, oversee daily operations, and ensure accurate record-keeping while guiding the team to deliver exceptional service.

The role emphasizes leadership, accountability, and a focus on KPI achievement, with a base wage starting at $17.50 per hour plus bonus opportunities and a comprehensive benefits package.