Remote Customer Service Team Lead & Coach

ImmigrationGPT; United Kingdom; À distance; GBP 23 000 - 24 000; Plein temps

Avantages offerts par ce poste

Paid training

Work From Home Opportunity

Computer Equipment Provided

401(k) with company match

Résumé du poste

Endurance Care Limited is seeking a Customer Service Team Lead to support growth through new hire training, coaching, QA audits, and escalations. You will ensure staff are knowledgeable about products, processes, and expectations while mentoring peers and maintaining a positive, professional attitude.

The role includes live call monitoring, performance reviews, and the preparation of training materials. This is a remote, home-based position with opportunities for career advancement.

Qualifications

• 3+ years of customer service or retention experience
• 3+ years of experience in teaching or mentoring new hires
• 3+ years of growth and development with strategic evaluation/KPI planning
• Bachelor’s Degree in Communication or Business Management (or equivalent experience)
• Proficient with Microsoft PowerPoint, Word, and Excel
• Ability to motivate, teach, and inspire staff
• Consistent and reliable attendance is an essential function of this position.

Responsabilités

• Provide additional training to the new hires (or any representative) as needed.
• Live listen and monitor representatives’ calls and coach them during those calls.
• Facilitate interviews for new hires.
• Schedule monthly meetings with the team to discuss any topics that require further training or clarity.
• Complete the evaluations/coaching packages in our CRM system and send them to representatives to review.
• Discuss and review the calls that QA audits with representatives.
• Walk representatives through how to handle an escalated situation.
• Take escalated manager calls for customers requesting a manager/supervisor.
• Holding agents on the team accountable and issuing disciplinary actions as needed.
• Create additional training documents that representatives can use to assist them with certain situations.
• Monitor attendance/timecards to ensure representatives are abiding by company policy.
• Send out daily statistics.
• Schedule individual meetings with representatives to enhance or command performance.
• Perform other duties as assigned by management as business needs arise.

Connaissances

Customer service

Mentoring

KPI planning

Formation

Bachelor’s Degree in Communication or Business Management

Outils

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Description du poste

Endurance Care Limited is seeking a Customer Service Team Lead to support growth through new hire training, coaching, QA audits, and escalations. You will ensure staff are knowledgeable about products, processes, and expectations while mentoring peers and maintaining a positive, professional attitude.

The role includes live call monitoring, performance reviews, and the preparation of training materials. This is a remote, home-based position with opportunities for career advancement.