Contact Center Seasonal Team Lead

GXO Logistics; Irving (TX); Remote; USD 35,000 - 50,000; Part time

Job summary

A logistics provider is seeking a Contact Center Seasonal Team Lead to oversee customer service operations. The role requires a High School Diploma with preference for candidates with leadership experience in call centers. Responsibilities include monitoring calls, coaching staff, and ensuring service adherence. This is a remote position offering an opportunity to work with a dynamic team.

Qualifications

• 1 year call center experience required.
• Prior Contact Center Leadership experience preferred.
• Familiarity with Avaya and Eddie is a plus.

Responsibilities

• Monitor customer service calls for metrics.
• Provide coaching and feedback to associates.
• Maintain daily service levels.

Skills

Effective leadership skills

Effective communication skills

Organizational skills

Time management skills

Education

High School Diploma or equivalent

Bachelor Degree

Tools

Microsoft Office (Word, Excel)

Avaya

Eddie

Job description

Overview

Job information: Contact Center Seasonal Team Lead from the company GXO Logistics, located in Irving, TX, United States. This role requires a Bachelor Degree and is in the Call Center field. The position is open to candidates seeking a seasonal role.

This position is remote

Responsibilities

• Monitor customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures
• Provide coaching and feedback to associates
• Maintain daily service levels
• Ensure associates adhere to their schedules
• Take calls four hours a day
• Ensure the team\'s statistics are within acceptable levels
• Understand and enforce the call center policy and procedures
• Assist with daily/weekly reports including attendance, adherence, quality, and call disposition

Qualifications

• High School Diploma or equivalent
• 1 year call center experience, Required
• Prior Contact Center Leadership experience, Preferred
• Fashion and Beauty background, an added plus
• Familiarity with Avaya and Eddie
• Proficient in Microsoft Office software including Word and Excel

Personal Characteristics

• Effective leadership skills (listening/verbal and written communication skills)
• Effective communication skills
• Strong interpersonal and organizational skills
• Ability to defuse escalated situations
• Excellent time management skills
• Demonstrated ability to identify and resolve problems
• Detail oriented - must be able to determine facts, document accurately and concisely
• Ability to multitask, work well under pressure, prioritize, and meet deadlines

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team — energetic, innovative people of all experience levels and talents who make GXO a great place to work.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

GXO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with GXO policies which are in place to safeguard our employees and customers.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO\'s candidate privacy statement here.