Customer Service Team Lead - Coaching & Performance

Kansas-Turnpike-Authority; Wichita (KS); Vor Ort; USD 48.000 - 72.000; Vollzeit

Zusammenfassung

Kansas Turnpike Authority is seeking a CSR Team Lead to guide frontline staff, coach performance, and coordinate responses to customer inquiries. The role emphasizes coaching, quality control, and cross-functional collaboration to improve customer experience.

The ideal candidate has CSR experience with leadership capabilities and strong communication skills, working in a fast-paced tolling environment. Applicants should be prepared for an on-site work setting at KTA facilities.

Qualifikationen

• 2+ years of CSR experience required and prior lead responsibilities preferred.
• Ability to analyze metrics and coach staff to meet performance goals.
• Strong written and verbal communication for internal and external customers.
• Knowledge of company policies and procedures; high attention to detail.
• Able to work under pressure and manage multiple tasks.

Aufgaben

• Identify issues/trends from CSR calls and escalate to supervisor.
• Resolve frontline questions and relay information clearly to CSRs.
• Provide coaching and development to CSRs and monitor performance.
• Review productivity and ensure adherence to policies and procedures.
• Coordinate coverage and be available for escalations and questions.
• Handle KTA customer service tasks via phone, email, and mail.
• Assist with updating manuals and training materials as needed.
• Maintain a professional, clean work area and support walk-in customers.
• Support quality checks and provide feedback for continuous improvement.

Kenntnisse

Team leadership

Coaching

Customer service

Communication

Supervisory experience

Conflict resolution

Tools

MS Windows

CRM systems

Jobbeschreibung

Kansas Turnpike Authority is seeking a CSR Team Lead to guide frontline staff, coach performance, and coordinate responses to customer inquiries. The role emphasizes coaching, quality control, and cross-functional collaboration to improve customer experience.

The ideal candidate has CSR experience with leadership capabilities and strong communication skills, working in a fast-paced tolling environment. Applicants should be prepared for an on-site work setting at KTA facilities.