Customer Service Team Lead — Remote & Growth Focused

Tetra Tech; Florida; Hybrid; USD 42.000 - 66.000; Vollzeit

Zusammenfassung

Tetra Tech seeks a Customer Service Supervisor to lead a team of representatives, ensuring high-quality customer support and efficient service delivery. You will coach, train, and evaluate staff, implement process improvements, and analyze metrics to drive satisfaction and performance.

This temporary, at-will position may be based in-office or performed remotely, with flexible hours and potential for extended shifts to meet project needs. Strong leadership and communication are essential.

Qualifikationen

• High school diploma or equivalent.
• Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory role.
• Proven track record of leading a successful customer service team.
• Strong leadership and team management skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficient in call center software and technology.
• Ability to analyze data and make informed decisions.
• An associate's or bachelor’s degree in Business, Management, or a related field (preferred).

Aufgaben

• Supervise daily activities of customer service representatives to ensure efficient and effective service delivery.
• Schedule and manage shifts to ensure adequate coverage.
• Conduct regular performance evaluations and provide constructive feedback and coaching.
• Implement training programs for new hires and provide refresher training for current staff.
• Identify skill gaps to provide additional training/coaching opportunities or resources as needed.
• Engage a continuous learning environment to improve service quality.
• Monitor and evaluate customer interactions to ensure adherence to company policies and procedures.
• Review and analyze customer feedback to identify areas for improvement.
• Implement strategies to enhance customer satisfaction.
• Handle escalated customer inquiries and complaints in a professional and timely manner.
• Coordinate with management as needed to resolve complex issues.
• Follow up with customers when necessary to ensure their issues are resolved to their satisfaction.
• Prepare daily reports on team performance, customer feedback, and call center service metrics.
• Analyze data to identify trends and make recommendations for improvements.
• Present findings to Call Center Manager for further review.
• Review and refine customer service processes and procedures to enhance efficiency.
• Implement best practices and new technologies to improve service delivery.
• Encourage team members to suggest improvements and innovations.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Ensure compliance with company policies and industry regulations.
• Manage team-related administrative tasks such as timekeeping and performance records.

Kenntnisse

Leadership

Team management

Problem-solving

Conflict resolution

Data analysis

Call center software

Ausbildung

High school diploma or equivalent

Jobbeschreibung

Tetra Tech seeks a Customer Service Supervisor to lead a team of representatives, ensuring high-quality customer support and efficient service delivery. You will coach, train, and evaluate staff, implement process improvements, and analyze metrics to drive satisfaction and performance.

This temporary, at-will position may be based in-office or performed remotely, with flexible hours and potential for extended shifts to meet project needs. Strong leadership and communication are essential.