Job Summary The Customer Service Team Leader will be responsible for the consistent execution of quality and efficient customer service to customers through the productivity management of assigned Customer Service Team members. The TL has a strong working knowledge of WorldStrides products, policies, workflows, and platforms and performs across these with a quantifiable bias toward productivity and quality. With a focus on Team Performance Metrics, the Team Leader engagement includes onboarding/training; team motivation; individual coaching and counseling; productivity metrics monitoring; and escalated issue resolution. The Customer Service Team Leader will report to the Manager of Customer Engagement.
Performance & Productivity Collaborating with Customer Engagement Leadership, ensuring daily operations are managed within the established performance and productivity indices for their assigned team members.
Responsible for proactively monitoring call queues, queue metrics, and non-call duty times within the established performance indices.
Creates and maintains a high-quality work environment so assigned team members are motivated to perform at their highest level daily.
Ensure a safe and harmonious working environment for team members and appropriately delegate duties to team members.
Training | Coaching Demonstrated working knowledge of our organization's products, services, procedures, and guidelines and communicated the same to all team members.
Ensures assigned representatives have the appropriate training, tools, and other resources to consistently perform at a level that meets or exceeds our key performance metrics.
Conducts coaching for assigned team members and works with the CS Trainer and QA Specialist to create tools based on agents' requirements.
Facilitates call monitoring and random audits of protocols for assigned team members to ensure that workflows, procedures, and protocols meet our performance and quality standards.
Escalation Management Professionally and appropriately manages communications with both internal and external stakeholders regarding departmental or assigned team member matters.
Provides effective assistance to assigned team members with escalated calls through clear visibility of the outcome and solution offered.
Qualifications Written and Oral Communication Proficiencies
Customer/Client Focus
4-year experience in Leadership preferably in a Customer Service environment
Experience working with GIS, TAS, and Maslow or any CRM
Demonstrated Leadership Qualities with a bias toward consistent decision-making, execution, and performance
Organizational & Prioritization Skills
Performance Management including coaching and mentoring potential and performance
Motivated to analyze and solve problems efficiently
College degree or relevant work experience
Ability to work flexible shifts
Position Type And Expected Hours Of Work This is a full-time position. Days and hours of work are scheduled Monday through Friday, between 9:00 am EST and 9:00 pm EST. Occasional overtime, evening, and weekend work may be required as job duties and business needs demand.
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