Customer Service Team Lead - Not Accepting New Applicants

POSITION SUMMARY

The Customer Service Team Lead oversees a team of up to eight Customer Service Specialists, ensuring they meet performance standards and providing coaching for optimal performance. Responsibilities include monitoring call queues, analyzing Customer Service Specialists metric performance, evaluating customer interactions, and working with agents to set and follow up on performance goals. The Team Lead advocates for team needs, and acts as a voice of the customer within the organization.

SUPERVISORY RESPONSIBILITIES

Oversees a team of up to eight Customer Service Specialists in the LifeWave North America Customer Service Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead a team of up to eight Customer Service Specialists to exceed performance standards.
• Coach, inspire, and motivate team members to drive optimal performance and customer experience.
• Monitor call queues and agent statuses to ensure coverage for incoming contact volume.
• Attend weekly KPI meetings to review departmental metric performance.
• Evaluate and maintain a coaching plan, including SMART goals, for each team member based on performance and deliver coaching in weekly one-on-ones with team members.
• Monitor and evaluate team members’ customer interactions to ensure a high-quality customer experience
• Maintain readiness to field customer interactions in the case of escalated calls, or to provide extra coverage for peak-volume or shorthanded situations
• Advocate for team needs in weekly meetings with CS leadership.
• Coordinate with HR on employee decisions such as hiring and disciplinary action.
• Act as the voice of the customer internally across departments within the organization.

Additional Essential Duties:

• Assign tasks to team members.
• Determine the completion timeline and monitor progress to keep the goals on track and on schedule.
• Communicate clear instructions to team members.
• Manage the flow of day-to-day operations of your team.
• Create and distribute reports to update the company on the team’s progress.

*PHYSICAL DEMANDS-(US only)

While performing the duties of this job, the employee is frequently required to sit, stand, walk, run, talk and hear.  The employee is occasionally required to use hands to handle or operate objects, controls, or tools.  Ability to climb and pull own weight in and out of equipment.

Must be able to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, taste and smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

*The physical demands and work environments described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Accommodation will be examined on a case-by-case basis.

QUALIFICATIONS AND EXPERIENCE

• High school diploma required, degree in business management or related field preferred.
• 2 years of customer service experience in a contact center setting
• Experience managing people and leading a team preferred.
• Elite customer service ability and excellent time management skills.
• Understanding of metric reporting and ability to correlate numerical results to agent behavior.
• Proficiency in Microsoft Office Suite and understanding of contact center software and technologies.

LifeWave is committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all. We embrace the principles of the Americans with Disabilities Act (ADA) and strive to provide reasonable accommodations to qualified individuals with disabilities.

In our pursuit of building a diverse and talented team, we encourage candidates of all abilities to apply for positions at LifeWave. If you require accommodation during the application or interview process, please inform our HR department, and we will work with you to ensure your needs are met.