Customer Service Team Lead: Coaching, Training & Operations

AGENIX LIMITED; Orlando (FL); Presencial; USD 42 000 - 62 000; Tempo integral

Resumo da oferta

AGENIX LIMITED in Orlando seeks an energetic Customer Service Team Lead to manage a team of up to 10, hire, motivate, recognize and reward, coach, counsel and train staff. You will partner with the director to develop staffing, scheduling and training programs.

The role requires guiding daily operations, delivering timely, knowledgeable customer service, evaluating processes, and driving continuous improvement. You will lead performance reviews and address employee relations with fairness.

Qualificações

• Experience leading a team of 2–5 full-time employees.
• Ability to communicate effectively to a variety of audiences.
• Ability to develop and motivate a team and drive performance.
• Ability to provide and support a vision and direction.

Responsabilidades

• Provide daily direction and communication to employees to ensure customer service calls are answered timely and accurately.
• Provide performance feedback and coaching; conduct skill development and reviews.
• Counsel and support employees facing work or personal issues; maintain a high quality work environment.
• Ensure employees have training and resources to perform; resolve employee relations issues.
• Address disciplinary actions per policy; communicate warnings and corrective actions.
• Assist management with staffing, scheduling, training, and recognition programs; participate in projects aimed at improvements.
• Share responsibility for efficient call handling and operations; contribute to area/process improvements.
• Establish procedures in line with standards and directives; communicate upward when needed.

Conhecimentos

Team leadership

Motivation & development

Effective communication

Vision and direction

Descrição da oferta de emprego

AGENIX LIMITED in Orlando seeks an energetic Customer Service Team Lead to manage a team of up to 10, hire, motivate, recognize and reward, coach, counsel and train staff. You will partner with the director to develop staffing, scheduling and training programs.

The role requires guiding daily operations, delivering timely, knowledgeable customer service, evaluating processes, and driving continuous improvement. You will lead performance reviews and address employee relations with fairness.