Contact Center Team Lead

FragilePAK; Henderson (NV); On-site; USD 42,000 - 62,000; Full time

Job summary

FragilePAK in Henderson, NV seeks an experienced Customer Care Supervisor to lead our service team, coach staff, and resolve escalations while maintaining SLA performance.

You will monitor calls and emails, oversee training, and ensure knowledge base updates. Strong communication, urgency, and problem-solving are essential to keep customers and partners satisfied.

Qualifications

• High School Diploma or GED required; associates degree preferred or relevant work experience (3–4 years)
• Knowledge of Microsoft Office Suite / Google Docs
• Ability to work independently or as part of a team; prioritize multiple tasks under time constraints
• Ability to work in a fast-paced environment with frequent interruptions
• Excellent written and verbal communication skills; 45 WPM typing speed

Responsibilities

• Provide high level customer care for Customers, Shippers, Partners and Consignees.
• Lead and coach the team; resolve escalations and educate staff.
• Assist overflow emails and calls to help maintain SLA.
• Address escalated calls and emails – 2nd tier before manager.
• Monitor SLA performance via supervisor dashboards and Zendesk queues.
• Maintain and update training materials and documentation.
• Publish statistics related to call and email performance and SLA goals.
• Follow up on customer inquiries with timely updates.
• Adhere to confidentiality and company policies; handle information securely.
• Perform other tasks as requested by Customer Care Manager or Senior VP of Customer Care

Skills

Customer care leadership

Team coaching

Problem solving

Communication

Time management

Education

High school diploma or GED

Associates degree preferred

College degree preferred

Tools

Microsoft Office

Google Docs

Job description

Responsible for providing high level customer care for our Customers, Shippers, FragilePAK Certified Partners, Consignees, and other departments within the organization. Assist in leading the team and providing direction, educating and coaching team members, and resolving escalations. Monitoring quality to ensure we are providing the expected level of Customer Service. This team member needs a heightened sense of urgency as problem solving is a critical duty of Customer Care.

Summary of Essential Job Functions:

• Must be knowledgeable and able to perform all functions performed by the customer care team.
• Assist in educating and coaching team members
• Assist in overflow emails and calls to help maintain the SLA
• Address Escalated Calls and Emails – 2nd tier of Escalation before going to the manager
• Problem solving on escalations, complaints or problems
• Assist with shift coverage as needed
• Oversee and assess the team and provide them with regular performance-related feedback.
• Monitor the daily activities of the team.
• Monitor inbound calls and staff availability using the supervisor screen and dashboards in Five 9to achieve SLA goals
• Monitor Zendesk Queues to ensure SLA goals are met
• Maintain and update documentation pertaining to Customer Care activities and training materials for new processes updates and upload the information to our Google Drive
• Assist with group chat as needed
• Quality control and evaluations on emails and calls with coaching as needed.
• Publish and share statistics related to call and email performance and achievement of SLA goals, state management, order entry, Catamaran usage and other metrics as required
• Follow up on all customer inquiries and complaints within a timely manner of the issue being reported. Complete follow up emails and provide updates to customers as needed.
• Adhere to company policy on handling of confidential information, use of computers, etc.
• Any other task as requested by Customer Care Manager or the Senior VP of Customer Care

Requirements:

• High School Diploma or GED required; Associates degree preferred or relevant work experience preferred (3-4years) - College Degree preferred (preferred)
• Knowledge of Microsoft Office Suite / Google Docs
• Ability to work independently or as part of a team required
• Ability to prioritize multiple tasks simultaneously under time constraints required
• Ability to work in a fast pace environment with frequent interruptions
• Ability to communicate effectively with patients and co-workers
• Excellent written and verbal communication skills required
• Must be able to type at least 45 WPM

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.