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Job Description

Contact Center – Team Lead

Expires on: September, 26 2020
Job Code: VL/KV/1808/D/01
Chicago
Experience: 5+ Years
Location: Chicago

We are looking for Contact Center – Team Lead

Responsibilities
  • Be prepared to serve as a leader to the Customer Care team and create a high performing culture through daily coaching and meaningful development opportunities
  • Leading, mentoring, and motivating the Customer Care team to perform at the highest level
  • Ensuring all Advocates meet or exceed all standards defined by the client
  • Actively looking for ways to improve the overall customer and Advocate team experience
  • Implementing policies and procedures to exceed customer advocate standards
  • Maintain and produce daily, weekly and monthly reports of quality metrics and respective targets and goals
  • Addressing and effectively managing complex and sensitive customer-facing issues
  • Proactively communicating with leadership regarding business performance, adverse impact of decisions on the customers and potential risks to the business
  • Being a continuous positive force within the office, creating strong morale and spirit throughout the Advocate team
Requirements
  • 5+ years’ work experience in a customer facing team environment
  • 3+ years of management experience
  • Ability to communicate clearly and concisely, both internally and externally
  • Experience working with all levels of management
  • Strong ability to coach and motivate others
  • Experience with strategic planning and process improvement
  • Successful track record of guiding teams to exceed goals
  • Strong customer relations skills
  • Ability to diagnose and solve problems
  • Strong project management skills
  • Excellent interpersonal and leadership skills
  • Willingness to work on weekends
  • Experience with SalesForce
  • Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves
  • Understanding of customer experience process and procedures
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