Customer Care Team Lead

About the role

Responsible for providing leadership and support for the customer care call floor in various capacities. The primary objective is to efficiently and effectively deliver superior service to clients and client customers via inbound phone, email, SMS, and chat.

Responsibilities

• Leads, coaches, develops, communicates, and mentors team members to reach their full potential and cultivate a respectful, positive, and customer-centric environment.
• Monitors customer care team chat, answers questions, assists agents, and supports the floor as their liaison and go-to knowledge base.
• Monitors productivity, quality, attendance, teamwork, and overall performance of each team member and the collective team.
• Monitors email and assists agents with Balance Transfers, Card Holder inquiries, SMS email inquiries, Marketing inquiries, and more.
• Supports the Operations Team with client and center requests (outside of business hours) such as Password Resets, Account Creations, Account Suspensions, and other applicable needs.
• Reviews daily queue performance of agents to identify trends and possible issues.
• Reviews Salesforce cases created by agents for accuracy and completion.
• Reviews daily adherence metrics for agents and provides coaching to those out of adherence.
• Takes phone calls with the call floor when needed and directed by the Sr. Manager or Supervisors.
• Assists with the review of the daily adjustment report to correct errors and coach agents if necessary.
• Updates agent attendance tracker as needed.
• Works with Customer Care senior leadership to offer VTO (Voluntary Time Off) based on business and staffing needs.
• Identifies performance gaps and communicates observations and deficiencies to motivate team members to improve and achieve optimal performance.
• Identifies both positive and negative performance trends to recognize employees and ensure attainment of revenue goals and performance targets.
• Listens to customer calls and reviews written correspondence to evaluate and score quality, employee courtesy, professionalism, technical proficiency, and conformity to company policies.
• Handles transferred calls from customers in need of a supervisor professionally.
• Provides communication and follow-up to ensure representatives are informed of new product information, procedures, client needs, and company-related issues or changes.
• Utilizes Microsoft Office software to enter, track, and analyze customer service and employee performance.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Identifies and recommends improvements to systems, policies, and procedures while staying aligned with employee and business needs.
• Maintains harmony among workers and resolves grievances.
• Performs all other duties as assigned.

Requirements

• Two or more years of experience in an inbound customer service environment.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• No overnight travel is required for this position.

Physical Requirements

• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds, and walking and standing for long periods to support team members.