Customer Service Lead

CCS - Customer Contact Services is seeking a Customer Service Lead to oversee a team of Customer Service Representatives. The role involves coaching, monitoring performance, and maintaining service levels to meet client expectations while fostering a positive team environment.

Responsibilities:

• On-going coaching and skills development of CSRs through consistent monitoring and coaching of KPI’s including Attendance, QA, Talk Time, Pending Time, Handle Time, CPH, Schedule Adherence, and Ledger Rates to meet established goals
• Measure, track, and report CSR performance utilizing established best practices
• Provide live support to CSR’s regarding questions / concerns during phone calls
• Communicate contact center activities and plans to CSR
• Adhere to assigned deadlines including daily, weekly, and monthly report review as assigned
• Provide back-up phone coverage in times of inadequate staffing or heavy call volume for both IB and OB calls
• Provide backup coverage on Saturdays and throughout the week as needed in preparing / loading OB data and creating daily OB schedule
• Follow up as needed to request from Clients, Client Services, and Managers regarding customer follow up including reschedules, customer call backs, Email Templates, etc
• Work with Operations Manager to maintain a positive and professional team environment and reduce attrition through open communication and responsiveness to employee concerns
• Enforce and advocate adherence to company policies, process documentation and quality control processes
• Extend professional courtesy to all CTI employees, clients, and customers’ time and effort
• Handle escalated complaints and compliment calls in a professional manner to ensure customer satisfaction
• Assist with projects as assigned by Operations Manager
• Support the ongoing Training process as needed including launching and nesting new employees and providing Up Training as assigned
• Other duties as assigned

Requirements:

• Strong computer skills, including MS Office
• Excellent written communication and documentations skills
• Ability to adapt to changing client needs
• Ability to maintain a team-oriented environment
• Highly motivated attitude with ability to motivate and manage others effectively
• High energy level and positive attitude
• Ability to give effective feedback
• Automotive industry experience
• Past contact center supervisory experience