Customer Service Team Lead: Coaching & Performance

Kansas Turnpike Authority; Wichita (KS); Sur place; USD 48 000 - 72 000; Plein temps

Résumé du poste

Kansas Turnpike Authority is seeking a results-driven Customer Service Lead to manage frontline teams in Wichita, KS. The role emphasizes coaching CSRs, ensuring adherence to policies, and delivering timely resolutions to customer inquiries.

You will collaborate with supervisors, monitor performance metrics, and train staff to maintain high service levels and accuracy across toll-related processes.

Qualifications

• Excellent listening and communication to assess customer needs and provide clear solutions.
• Ability to motivate, develop, and coach CSRs for improved performance.
• Skilled in resolving conflicts and delivering effective customer service outcomes.
• Experience giving structured feedback and coaching to frontline staff.
• Strong leadership to guide teams and ensure policy compliance.

Responsabilités

• Recognize and alert the Customer Service Supervisor of unusual customer issues and trends in calls.
• Address and resolve front line questions from CSRs and determine necessity of supervisor involvement.
• Review, analyze and resolve KTA customer issues with other tolling agencies.
• Provide employee development to ensure staff meet minimum performance requirements; deliver coaching and discipline as needed.
• Perform quality checks on daily work for CSRs and provide coaching and feedback.
• Monitor productivity metrics and phone activity to address anomalies and ensure policy adherence.
• Ensure proper coverage by collaborating with management; assist with escalations from customers and CSRs.

Connaissances

Active listening

Coaching

Conflict resolution

Performance feedback

Team leadership

Description du poste

Kansas Turnpike Authority is seeking a results-driven Customer Service Lead to manage frontline teams in Wichita, KS. The role emphasizes coaching CSRs, ensuring adherence to policies, and delivering timely resolutions to customer inquiries.

You will collaborate with supervisors, monitor performance metrics, and train staff to maintain high service levels and accuracy across toll-related processes.