Customer Service Team Manager
hace 16 horas
About the Role:
">The Customer Service Lead is a key position within our Auxis team, responsible for providing exceptional business and customer support to our clients. This role involves working closely with our customer service team to ensure high levels of customer satisfaction and productivity.
">Key Responsibilities:
">- Provide professional business and customer support, both individually and as part of a project team.
">- Serve as the primary customer interface for trouble calls, providing support, direction, monitoring, and coaching to assigned agents.
">- Collaborate with the Customer Service Supervisor to monitor overall team performance, including achieving target transactional volume and quality measures.
">- Work with the Supervisor to establish and monitor workflow efficiencies, daily work volumes, and work schedules to ensure that customer service goals are met.
">- Directly involved in supporting customer calls and related transactional activity.
">Team Management:
">The Customer Service Lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing U.S.-based clients.
">- Manages team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
">- Designs and implements process improvements to enhance team efficiency.
">- Supports the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
">- Monitors overall team workload and reallocates/delegates tasks as necessary to ensure optimal team efficiency.
">Leadership and Communication:
">- Builds morale, establishes an atmosphere of team camaraderie, and promotes a common team identity.
">- Conducts weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-ins with each team member.
">- Communicates and enforces local office policies, including time tracking requirements.
">- Assigns mentors to new hires and monitors the progress of both mentors and mentees.
">- Creates and distributes Daily Status reports.
">Performance Evaluation:
">- Responsible for performing Quality evaluations per agent (5 calls per month).
">- Responsible for performing Ecommerce evaluations.
">- Assesses team talent, identifying stronger and weaker performers, and creates PIPs and defines supportive actions on low performers.
">Schedule Flexibility:
">The resource will adjust its schedule based on the account needs.
">Requirements:
">- English - Spanish Language (Oral and writing 90% or higher), (C1 or above).
">- High School Diploma.
">- Previous experience leading teams/personnel.
">- Two years of work-related experience required.
">- Leadership courses and workshops will be considered an asset.
">Skills and Qualities:
">- Strong leadership skills, including the ability to influence others, develop team members, and manage conflict.
">- Proven ability to effectively lead through change.
">- Effective oral and written communication skills.
">- Demonstrated ability to link specific activities to desired results.
">- Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.
">- Ability to use appropriate analysis, judgment, and logic when solving problems and making decisions.
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