Customer Service Team Lead

Summary

Join our team as an experienced and proactive Customer Service Team Leader to oversee daily operations, guide team performance, and act as a key liaison between team members and other departments.

Requirements

• Minimum of 2 years of experience managing medium-sized teams
• Strong multitasking abilities with effective coordination skills within a team
• Strong analytical skills, decision-making autonomy, and the ability to propose solutions to enhance team performance
• Proven ability to guide and motivate the team to meet targets and KPIs
• Ability to propose and implement improvements to operational processes
• Fluency in both English and Spanish (written and spoken)
• Availability to work weekends and as required by business needs

Responsibilities

• Monitor team performance, assign tasks, and ensure effective daily operations, including optimal service coverage
• Serve as the primary point of contact for the team, addressing questions, concerns, and escalations efficiently. Escalate to the Senior Team Lead as necessary
• Conduct daily reviews of team performance, including previous day’s metrics, to ensure alignment with KPIs
• Hold regular one-on-one meetings with agents and project specialists to review tasks, provide feedback, and set goals
• Initiate and oversee Performance Improvement Plans (PIPs) as needed, ensuring proper execution and alignment with company procedures
• Attend regular meetings with project directors to discuss priorities and action items
• Track, analyze, and report on key performance indicators specific to project objectives. Collect data, identify trends, and provide actionable insights to stakeholders to ensure alignment with strategic goals
• Collaborate with other departments to identify and address additional support needs
• Manage team schedules, including holidays and sick leave, to ensure adequate service coverage at all times
• Prepare and deliver situation reports that outline context, rationale, and outcomes for employee-related matters. Work with HR and management to address issues, assess impact, and recommend future actions
• Identify and escalate team needs (e.g., staffing, technical, or operational issues) to the Senior Team Lead as necessary
• Analyze and create detailed reports on team performance, metrics, and other valuable information for relevant stakeholders
• Coordinate closely with Quality and Knowledge teams to uphold quality standards and ensure up-to-date documentation. Partner with Ops/WFM teams to align on operational aspects and manage system and data needs

Benefits

• Top-notch private health insurance — includes dental and psychological services
• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
• Remote work OR come into the office if you prefer!
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• Ticket restaurant, nursery tickets
• Budget for team-building activities