Administrative Assistant/Customer Service

AGENIX LIMITED; Orlando (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

AGENIX LIMITED in Orlando seeks an energetic Customer Service Team Lead to manage a team of up to 10, hire, motivate, recognize and reward, coach, counsel and train staff. You will partner with the director to develop staffing, scheduling and training programs.

The role requires guiding daily operations, delivering timely, knowledgeable customer service, evaluating processes, and driving continuous improvement. You will lead performance reviews and address employee relations with fairness.

Qualifications

• Experience leading a team of 2–5 full-time employees.
• Ability to communicate effectively to a variety of audiences.
• Ability to develop and motivate a team and drive performance.
• Ability to provide and support a vision and direction.

Responsibilities

• Provide daily direction and communication to employees to ensure customer service calls are answered timely and accurately.
• Provide performance feedback and coaching; conduct skill development and reviews.
• Counsel and support employees facing work or personal issues; maintain a high quality work environment.
• Ensure employees have training and resources to perform; resolve employee relations issues.
• Address disciplinary actions per policy; communicate warnings and corrective actions.
• Assist management with staffing, scheduling, training, and recognition programs; participate in projects aimed at improvements.
• Share responsibility for efficient call handling and operations; contribute to area/process improvements.
• Establish procedures in line with standards and directives; communicate upward when needed.

Skills

Team leadership

Motivation & development

Effective communication

Vision and direction

Job description

We are looking for someone who is energetic, self-motivated and professional. Currently, our organization has an opening for a Customer Service Team Lead position.

Summary

Responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 10 employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting director with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.

Essential Duties and Responsibilities

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
• Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.
• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Use appropriate judgment in upward communication regarding department or employee concerns.

Qualification/Requirements

• Managed 2-5 full time employees
• Ability to develop and motivate a team
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction