Service Team Leader

Responsibilities

• Responsible for managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution
• Provide leadership and assist with daily activity to include working with other departments to resolve customer issues
• Manage performance check-ins, champion agent development and coaching, and support activities that focuses on caring, being inclusive and acting courageous
• Recruit and retain key agent talent
• Establish procedures and monitor assignments &/or projects, to include leading teams through continuous improvement and change management
• Evaluate and analyze KPI’s and data insights to drive continuous improvement
• Participate in cross-functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience

Requirements

• Bachelor's degree
• 2+ years experience in a customer related role such as sales, customer service, or other related experiences
• Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email
• 2+ years supervisor experience (preferred)
• 1+ years in a customer facing role (preferred)

Qualifications

No Qualifications listed

Skills

No Skills listed

Benefits

No Benefits listed

Pay

Salary Range $64,000.00 - $96,000.00 USD

Schedule

This is a hybrid position Monday - Friday supporting 2 shifts of agents between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday.