Team Lead - Mesa, United States - IntouchCX

IntouchCX

Verified Company

Mesa, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

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 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, 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 realtime 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 indepth 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, You Have

High school diploma or equivalent (required)
Some postsecondary education or completion of a postsecondary degree with a major in Business (combination of education and work experience will also be considered)
12 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
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 fastpaced, entrepreneurial environment
The ability to work a variety of shifts, including days, evenings and holidays

IntouchCX is an equal opportunity/affirmative action employer.

All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

U.S Department of Labor Posters

Benefits of Working as a Team Lead (Supervisor)

Industryleading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
Amazing career growth opportunities