Customer Service Team Lead

at  One Inc Software Corporation

Position Title: Customer Support, Team Lead
Department: Customer Support
Reports to: Call Center Manager
Job Type: Full-time, Hourly
FLSA Status: Non-Exempt
Overview: The Customer Service Team Lead performs a critical role within the Contact Center organization. The individuals in this role have a responsibility to lead and develop team members to meet both the organizations and individuals goals.

Key Responsibilities:

• Oversee a team of Customer Service Agents/Representatives, providing guidance and training, utilizing effective coaching skills, and maintaining a day-to-day oversight of the Contact Center.
• Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth.
• Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures (P&Ps)
• Effectively handle Escalated Contacts appropriately with little oversight
• Identify and escalate potential people and business concerns timely for resolution
• Foster a Positive and Collaborative environment, while also maintaining an engaged and focused attitude in the face of ever-changing goals, focus, and situations within the Center and Company
• Lead and Manage team performance in an effective and timely manner to include potential, development opportunities and/or Corrective Action
• Develop strong Subject Matter Expertise to ensure teams understanding of scope of work
• Assist in consistently improving teams product knowledge, performance, and skillset
• Coordinates communication between management, QA, and Team Members
• Coordinates/monitors daily work adherence to schedules and assignments
• Organize daily work to deliver to SLAs and other important KPIs/metrics, and maintaining performance records for all agents
• Serve as a main point of contact for teams for daily, weekly, monthly, and yearly feedback
• Provide input into performance goals process and hiring decisions
• Weekly meetings with management to discuss team metrics, development, and update on Employees
• Effectively conduct meetings with team members to provide updates on metrics, changes within Center and P&Ps, and general engagement
• Provide on-demand support/assistance/coaching to all team members
• Demonstrate honesty, integrity, and humility.

• Additional duties as assigned

Skills & Abilities:

• Minimum of 1 year directly managing a team of in person or remote Customer Service Agents/Representatives including coaching, training, performance management and handling disciplinary action when needed.
• Proven ability in building relationships and managing people and processes effectively
• Self-awareness, empathy, and emotional intelligence
• Ability to work as a contributing member of a team and individually
• Ability to communicate effectively across all levels of the organization
• Positive attitude, passion and accountability for people and customer service
• Ability to strive in a fast-paced environment and adapt to change
• Skilled coach and mentor, able to drive success across team. Ability to work under pressure, manage shifting priorities, and meet deadlines
• Demonstrated ability to problem solve and think critically
• Organized and focused while also delegating work appropriately
• Skilled coach in working with Team Members on Daily, Weekly, Monthly, and Yearly performance
• Effective listener, able to use information to execute decisive decisions with integrity and with respect for everyone across all teams
• Ability to give and receive all types of feedback to improve both personal and professional performance
• Education & Experience:
• Associate degree OR 2+ years relevant experience preferred
• Insurance experience is preferred
• Experience with MS Office, Google Suite, CRM applications
• Call Center or Customer Service experience preferred
• Bi-lingual a plus
• Desired Traits:
• Adaptable to Change, Problem Solver, Self-starter, Demonstrates Ethical Behavior always, Strong Drive and initiative, Team Player, Supportive & Inclusive, Exudes a commitment to Personal & Professional Development
• Physical Demands:The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Environment:
Standard indoor office setting; exposure to computer screens.
Physical:
Requires repetitive motion. Substantial movements/motions of the wrist’s hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner, and other tools as needed.
Vision:
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
Hearing:
Ability to hear in the normal audio range with or without corrections.

Skills & Abilities:

• Pleasant, calm demeanor on the phones
• Ability to speak confidently
• Excellent command of the spoken English language

Education & Experience:

• High School Diploma or a minimum of three (3) years in a similar role

• Oversee a team of Customer Service Agents/Representatives, providing guidance and training, utilizing effective coaching skills, and maintaining a day-to-day oversight of the Contact Center.
• Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth.
• Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures (P&Ps)
• Effectively handle Escalated Contacts appropriately with little oversight
• Identify and escalate potential people and business concerns timely for resolution
• Foster a Positive and Collaborative environment, while also maintaining an engaged and focused attitude in the face of ever-changing goals, focus, and situations within the Center and Company
• Lead and Manage team performance in an effective and timely manner to include potential, development opportunities and/or Corrective Action
• Develop strong Subject Matter Expertise to ensure teams understanding of scope of work
• Assist in consistently improving teams product knowledge, performance, and skillset
• Coordinates communication between management, QA, and Team Members
• Coordinates/monitors daily work adherence to schedules and assignments
• Organize daily work to deliver to SLAs and other important KPIs/metrics, and maintaining performance records for all agents
• Serve as a main point of contact for teams for daily, weekly, monthly, and yearly feedback
• Provide input into performance goals process and hiring decisions
• Weekly meetings with management to discuss team metrics, development, and update on Employees
• Effectively conduct meetings with team members to provide updates on metrics, changes within Center and P&Ps, and general engagement
• Provide on-demand support/assistance/coaching to all team members
• Demonstrate honesty, integrity, and humility.
• Additional duties as assigne