.Job SummaryThe 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 & ProductivityCollaborating 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 | CoachingDemonstrated 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 ManagementProfessionally 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.QualificationsWritten and Oral Communication ProficienciesCustomer/Client Focus4-year experience in Leadership preferably in a Customer Service environmentExperience working with GIS, TAS, and Maslow or any CRMDemonstrated Leadership Qualities with a bias toward consistent decision-making, execution, and performanceOrganizational & Prioritization SkillsPerformance Management including coaching and mentoring potential and performanceMotivated to analyze and solve problems efficientlyCollege degree or relevant work experienceAbility to work flexible shiftsPosition Type And Expected Hours Of WorkThis is a full-time position
