Team Lead - Customer Experience

The Team Lead - Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer Service, Value Added Services employees. They work closely with their respective managers, and partner with the other Team Leads to achieve individual, team, departmental and company goals and objectives. The ideal candidate will have experience in logoed product, printing, or decorated goods environments and understand the operational flow of customized order processing.

Job Responsibilities

• Work closely with Manager to identify and meet key metrics.
• Communicate goals and deadlines to team members.
• Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
• Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
• Assists with taking agents’ calls, when business conditions necessitate
• Improves quality of results by recommending changes and coaching behaviors.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance and ensure compliance with company policies.
• May be asked to assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
  
  

Core Skills/Competency Requirements

• Industry experience in logoed products, printing, promotional products, or value-add/decorated goods preferred.
• Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
• Ability to multi-task and balance priorities effectively
• Manages and oversees a team of CX personnel handling customer-facing activities.
• Motivates and supports agents through feedback and communication.
• Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis concepts
• Excellent problem-solving skills