One Inc · 2 days ago
Customer Service, Team Lead
Knoxville, TN
Full-time
Onsite
Mid, Senior LevelOne Inc is seeking a Customer Service Team Lead to oversee a team of Customer Service Agents. The role involves providing guidance, training, and performance monitoring to ensure effective service delivery and team development.
FinanceFinancial ServicesFinTechInsurTechPayments
Responsibilities
Oversee a team of Customer Service Agents providing guidance and training utilizing effective coaching skills and maintaining a day to day oversight of the Contact Center
Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth
Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures
Effectively handles Escalated Contacts with little oversight
Identify and escalate potential people and business concerns timely for resolution
Foster a Positive and Collaborative environment while also maintaining an engaged and focused attitude, while maintaining an engaged and focused attitude in the face of ever changing goals focus and situations within the Center and Company
Lead and Manage team performance in an effective and timely manner to include potential development opportunities and or Corrective Action
Develop strong Subject matter expertise to ensure team's understanding of scope of work
Assist in consistently improving teams product knowledge, performance and skillset
Coordinates communication between management QA and Team Members
Coordinates monitors daily work adherence to schedules and assignments
Organize daily work to deliver SLA's and other important KPI's/metrics and maintaining performance records for all agents
Serve as main point of contact for teams for daily, weekly, monthly, and yearly feedback
Provide input into performance goals process an hiring decisions
Weekly meetings with management to discuss team metrics development and update on Employees
Effectively conduct meeting with team members to provide updates on metrics, changes within the Center and P&P's and general engagement
Provide on demand support/assistance/coaching to all team members
Demonstrate honest integrity and humility
Additional duties as assigned
Qualification
Required
Oversee a team of Customer Service Agents providing guidance and training utilizing effective coaching skills and maintaining a day to day oversight of the Contact Center
Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth
Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures
Effectively handles Escalated Contacts with little oversight
Identify and escalate potential people and business concerns timely for resolution
Foster a Positive and Collaborative environment while also maintaining an engaged and focused attitude in the face of ever changing goals focus and situations within the Center and Company
Lead and Manage team performance in an effective and timely manner to include potential development opportunities and or Corrective Action
Develop strong Subject matter expertise to ensure team's understanding of scope of work
Assist in consistently improving teams product knowledge, performance and skillset
Coordinates communication between management QA and Team Members
Coordinates monitors daily work adherence to schedules and assignments
Organize daily work to deliver SLA's and other important KPI's/metrics and maintaining performance records for all agents
Serve as main point of contact for teams for daily, weekly, monthly, and yearly feedback
Provide input into performance goals process and hiring decisions
Weekly meetings with management to discuss team metrics development and update on Employees
Effectively conduct meeting with team members to provide updates on metrics, changes within the Center and P&P's and general engagement
Provide on demand support/assistance/coaching to all team members
Demonstrate honest integrity and humility
Additional duties as assigned
Company
One Inc
We understand how paramount the customer experience is to a carrier's success.
Founded in 2012
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$35.5MKey Investors
Nordic CapitalAVP
2024-03-14Private Equity
2020-02-20Acquired
2017-05-02Private Equity· $15.5M
Leadership Team
Michael Ellis
CFO
Timothy Boyle
Chief Operating Officer
Recent News
2025-10-31
Company data provided by crunchbase