Customer Care Team Lead: Grow & Elevate Service

IntouchCX; Las Vegas (NV); Sur place; USD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Medical, vision & dental plans

Paid time off & sick leave

Career growth opportunities

Résumé du poste

IntouchCX is hiring a Team Lead (Supervisor) to direct Customer Service Representatives and uphold quality across customer interactions. You’ll learn partner brands, drive development plans, and promote a strong team culture.

You will coach, schedule, and monitor performance, escalating issues as needed, and collaborate with HR and IT to resolve challenges while upholding the company’s 10 Things and values.

Qualifications

• High school diploma or equivalent required; some college/business degree ok.
• 1-2 years in contact center/customer service with supervisory experience preferred.
• Typing speed 30 WPM with accuracy; strong time management and organizational skills.

Responsabilités

• Manage and supervise CSRs and promote professional development.
• Ensure training and employee engagement to retain staff.
• Manage performance to meet KPIs and SLAs; analyze reports to identify root causes.

Connaissances

Team leadership

Coaching

Performance metrics

Staff scheduling

Formation

High school diploma or equivalent

Some post-secondary education or degree in Business

Outils

Google Suite

Description du poste

IntouchCX is hiring a Team Lead (Supervisor) to direct Customer Service Representatives and uphold quality across customer interactions. You’ll learn partner brands, drive development plans, and promote a strong team culture.

You will coach, schedule, and monitor performance, escalating issues as needed, and collaborate with HR and IT to resolve challenges while upholding the company’s 10 Things and values.