Team Lead
hace 2 semanas
Customer Service Team Lead EZ Operations is an exciting opportunity to join a fast-growing team of multiple areas of support to the construction industry in the US. We are seeking for fully bilingual Costumer Service Team Lead to join our growing team of a client-oriented operation. This position is responsible to work with us on setting up the Costumer Service Operation in Costa Rica, while providing world class customer service to our customers. Your main responsibilities will be: Implementation of SOP’s and set up of the Costumer Service Team Monitor, assign and manage call queues to optimize service levels and meet/exceed service level goals Drive department productivity, production and performance Consistently train and develop Service staff to effectively and accurately address customer needs and advocates for process improvement initiatives Resolve escalated Service calls Provide training and coaching to staff on a daily basis Develop and deliver performance reviews and work with human resources on compensative reviews Generate creative career roadmaps for team members allowing for professional growth Become the Service Center resident expert to support your team Develop team mentoring and career development. Other customer service duties as necessary. Be hands-on on new challenges Be ready to lead a new team Be proactive
**Requisitos**:
**Education and Experience Requirements**: A minimum of 3 years’ experience working in a customer service role At least 2 years supervisory/team lead experience Experience with fast paced work environment to meet/exceed customer expectations Willingness to grow within the company Strong verbal communication (English and Spanish) Required Skills: Fluent in written and verbal English and Spanish Excellent verbal and written communication skills Customer Service orientated - desire/proven ability to help others: Computer literate need a good typing proficiency with a working knowledge of MS Office. Team player and customer focused. Good telephone etiquette - able to communicate clearly Strong inter-personal and organizational skills. Ability to work in a self-managed work team environment.
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