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    Customer Service Team Lead - Draper, United States - LifeWave Corporate

    LifeWave Corporate
    LifeWave Corporate Draper, United States

    2 weeks ago

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    Description

    POSITION SUMMARY

    The Customer Service Team Lead oversees a team of up to eight representatives, ensuring they meet performance standards and providing coaching for optimal performance. Responsibilities include monitoring call queues, analyzing CSR metric performance, evaluating customer interactions, and maintaining readiness to assist during escalated situations. The Team Lead advocates for team needs, and acts as a voice of the customer within the organization.

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Lead a team of up to eight Customer Service Representatives (CSRs) to exceed performance standards.
    • Coach, inspire, and motivate team members to drive optimal performance and customer experience.
    • Monitor call queues and agent statuses to ensure coverage for incoming contact volume.
    • Attend weekly KPI meetings to review departmental metric performance.
    • Evaluate and maintain a coaching plan for each team member based on performance, and deliver coaching in weekly one-on-ones with team members.
    • Monitor and evaluate team members' customer interactions to ensure a high-quality customer experience
    • Maintain readiness to field customer interactions in the case of escalated calls, or to provide extra coverage for peak-volume or shorthanded situations
    • Advocate for team needs in weekly meetings with CS leadership.
    • Coordinate with HR on employee decisions such as hiring and disciplinary action.
    • Act as the voice of the customer internally across departments within the organization.

    Qualifications:

    • High school diploma required; degree in business management or related field preferred.
    • 2+ years of customer service experience in a contact center setting
    • Experience managing people and leading a team preferred.
    • Elite customer service ability and excellent time management skills.
    • Understanding of metric reporting and ability to correlate numerical results to agent behavior.
    • Proficiency in Microsoft Office Suite and understanding of contact center software and technologies.
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