Customer Service Team Lead: Coaching & Operations

Stratacor; Bemidji (MN); On-site; USD 53,000 - 67,000; Full time

Benefits offered by this job

Medical & dental benefits

401(k) and PTO

Job summary

Stratacor, an affiliate of Delta Dental of Minnesota, seeks a Customer Service Supervisor to lead and coach a team of CSAs in a high-volume call center. You will recruit, train, and monitor performance, ensuring adherence to service levels and responsive customer support.

You will partner with Operations and HR to staff, train, and continuously improve processes while maintaining a focus on coaching opportunities and customer satisfaction.

Qualifications

• Demonstrated leadership abilities to influence customers and CSAs.
• Excellent verbal and written communication, with coaching skills.
• Experience coaching in a high-volume call center environment.
• Ability to manage multiple priorities and aggressive timelines.
• Proficiency with technology and reporting tools.

Responsibilities

• Recruit, train, and prepare CSAs to respond to customer questions.
• Provide leadership and hands-on management to CSAs.
• Monitor performance metrics such as service level and abandon rate.
• Collaborate with Workforce Management and HR on staffing needs.
• Ensure schedules and training are aligned with center objectives.
• Coach, support, and provide feedback to CSAs and teams.

Skills

Leadership

Communication

Time management

Coaching

Analytical thinking

Cross-functional collaboration

Problem solving

Technology aptitude

Reporting/Analytics

Education

High School Diploma or equivalency

Bachelor's degree or equivalent experience

Tools

Contact center technology

Job description

Stratacor, an affiliate of Delta Dental of Minnesota, seeks a Customer Service Supervisor to lead and coach a team of CSAs in a high-volume call center. You will recruit, train, and monitor performance, ensuring adherence to service levels and responsive customer support.

You will partner with Operations and HR to staff, train, and continuously improve processes while maintaining a focus on coaching opportunities and customer satisfaction.