Customer Service Team Lead

Role Overview

• Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists.
• Understands contact center metrics and implementation of strategic goals and processes.
• Identify training needs, coordinates with Education/Training Division, and ensures completion of effective training.
• Conduct performance reviews, evaluates employee potential and recommends employee promotions, merit increases, or terminations.
• Makes recommendations for process improvements and cost saving opportunities; executing key initiatives.
• Establish/communicate job performance standards and work procedures.
• Anticipates workflow levels through effective planning and can adjust resources to ensure work is completed and unit goals are met.
• Manages front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating and implementing action plans, recommending work procedures, and directing workflow.

Requirements

• Strong Service Delivery knowledge is mandatory
• Strong Experience in FUSD Subrogation is mandatory
• Good verbal and written communication
• Ability to communicate independently with all department SMEs
• Interpersonal Skills and Team Player
• Assertiveness, Analytical and Problem Solving

Benefits

• Health insurance
• retirement plans