Job Summary:
The Customer Service Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Customer Service Lead will be the primary customer interface for trouble calls; and provides support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including consumer contact processing, problem resolution, and work planning. Besides, the Customer Service Lead will work with the Customer Service Supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account. The Lead will work with the Supervisor to establish and monitor workflow efficiencies, daily work volumes and work schedules to ensure that the company's customer service goals are met. In this capacity, the Customer Service Lead will also be directly involved in supporting customer calls and related transactional activity.
**Responsibilities**:
- The Customer Service Lead plays a critical role in managing the daily operation of a local team of 10+ professionals servicing U.S. based clients.
- Manages team productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.
- Designs and implements process improvements.
- Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Monitor overall team workload and reallocate/delegate tasks as necessary to ensure optimal team efficiency.
- Build morale, establish an atmosphere of team camaraderie, and promote a common team identity.
- Conduct weekly team meetings to discuss and identify issues of interest and concern, as well as weekly 1:1 check-ins with each team member.
- Communicate and enforce local office policies, including time tracking requirements.
- Assign mentors to new hires and monitor the progress of both mentors and mentees.
- Creates and distributes Daily Status report.
- Responsible for performing Quality evaluations per agent. (5 calls per month).
- Responsible for performing Ecommerce evaluations.
- Assess team talent, identifying stronger and weaker performers. Creates PIPs and defines supportive actions on low performers.
- Team Leads will take a minimum of 1 hour of calls per week (Sunday to Saturday).
- Will take Customer's escalations.
Skills and Experience:
- English - Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- The resource will adjust its schedule based on the account needs.
- High School Diploma.
- Previous experience leading teams/personnel.
- Two years of work-related experience required.
- Leadership courses and workshops will be considered an asset.
- Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
- Proven ability to effectively lead through change.
- Effective oral and written communication skills.
- Demonstrated ability to link specific activities to desired results.
- Proven interpersonal skills are necessary to interact effectively with customers and employees of all levels within the organization.
- Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.
