Customer Service Team Lead: Coach, Develop & Elevate CX

Aventiv-Technologie; Louisville (KY); Sur place; USD 52 000 - 72 000; Plein temps

Résumé du poste

Aventiv is seeking a proactive Customer Service Supervisor in Louisville to lead and coach a team of representatives, ensuring productivity and first-call resolution. You will oversee training, performance, and adherence to policies to maintain high satisfaction and compliance.

Key responsibilities include planning workflow, conducting quality audits, reporting on performance, and coordinating with other departments to resolve issues and drive improvements in our call center operations.

Qualifications

• Minimum of high school diploma or GED; higher degree preferred.
• 5 years of customer service experience and 1 year supervision.
• Bilingual abilities a plus.

Responsabilités

• Provide leadership, facilitation, and development of team members to meet or exceed customer service objectives.
• Plan, prioritize, assign, supervise, and review workflow for timely, accurate information to customers.
• Issue instructions and assign duties to Customer Service Representatives.
• Perform quality audits to identify opportunities within the team.
• Provide daily, weekly, and monthly status reports on employee performance.
• Review and approve timesheets.
• Respond to and resolve difficult customer inquiries and complaints as needed.
• Serve as primary contact for process changes, quality audits, system upgrades, and customer-facing processes.
• Interview new hires as needed.

Connaissances

Leadership

Mentoring

Call center metrics

Communication

Team coaching

Formation

High School Diploma or GED

Associates or Bachelor's Degree

Description du poste

Aventiv is seeking a proactive Customer Service Supervisor in Louisville to lead and coach a team of representatives, ensuring productivity and first-call resolution. You will oversee training, performance, and adherence to policies to maintain high satisfaction and compliance.

Key responsibilities include planning workflow, conducting quality audits, reporting on performance, and coordinating with other departments to resolve issues and drive improvements in our call center operations.