Team Lead (Supervisor) (Temporary Contract)

IntouchCX; Town of Florida (NY); On-site; USD 45,000 - 65,000; Full time

Job summary

IntouchCX is seeking a Team Lead (Supervisor) to provide frontline direction to our Customer Service Representatives, ensuring quality service with every interaction. You will learn and maintain knowledge of partner brands, products, and processes while promoting development through evaluations, training, and career pathing.

You will manage CSRs, drive training and engagement, monitor KPIs, analyze reports, coach in real time, develop incentive programs, adjust staffing, collaborate across

Qualifications

• High school diploma or equivalent is required.
• Some post-secondary education or completion of a post-secondary degree with a major in Business is preferred or considered with experience.

Responsibilities

• Manage and supervise CSRs.
• Ensure proficient training and employee engagement.
• Meet KPIs and Service Level Agreements.
• Analyze reports to identify root causes of underperformance.
• Provide real-time coaching and motivate teams.
• Develop incentive programs to drive desired outcomes.
• Coordinate staffing with Workforce Management teams.
• Collaborate with HR, IT, and other departments to resolve issues.

Skills

Time management

Organizational skills

Prioritization

Independent and team work

Communication

Education

High school diploma or equivalent

Post-secondary education in Business or related field

Tools

Google Suite (Sheets, Slides, Docs, Drive)

Job description

About the Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead (Supervisor), You Will…

• Manage and supervise CSRs
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Use critical thinking to develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Gain expert level knowledge on all partner products and promotions
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Act as a role model and exemplify our 10 Things (cultural values)

As Team Lead (Supervisor), You Have…

• High school diploma or equivalent (required)
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Experience dealing with escalated issues in a contact center capacity
• The ability to type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to work a variety of shifts, including days, evenings and holidays