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Nav Technologies, Inc. · 4 hours ago

Customer Care Team Lead

United States

Full-time

Remote

Mid, Senior Level

$60K/yr - $75K/yr

5+ years exp

Nav is the leading credit and financial health platform used by more than 2.4 million small business owners in the United States. The Customer Care Team Lead will oversee a team of customer service specialists, ensuring high standards of service excellence while tracking performance and providing coaching.

FinanceFinancial ServicesFinTechLending

Growth Opportunities

Responsibilities

Provide daily direction, coaching, and communication to a team of customer care specialists, ensuring that customer interactions are handled in a manner that is consistent with Nav’s high standards of service excellence

Track and monitor KPIs, providing regular statistical and performance feedback and coaching to each agent on your assigned team

Establish work procedures and processes that support the company and department standards, procedures, and strategic directives

Assist the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs)

Write and administer regular performance reviews

Participate in quality calibration sessions

Ensure employees have appropriate training and other resources to perform their jobs

Coordinate with manager and/or HR to address disciplinary and/or performance issues

Effectively administer improvement/development plans

Conduct regular 1:1s, side-by-sides, and team meetings

Review and score customer interactions (against established quality standards), providing coaching and feedback

Participate in the selection process (interviewing, etc.) for potential employees

Handle escalated customer situations as needed

Create an inspiring team environment with an open communication culture

Qualification

Contact center toolsPerformance managementLeadership experienceCustomer service experienceCommunication skillsAttention to detailTeam motivationMulti-taskingComputer literacyProblem-solvingOrganizational skillsConfidentiality

Required

High School Diploma or equivalent required

Two years leadership experience in a customer service or contact center setting

Five years overall experience in a contact center or customer service environment

Communication skills: Excellent interpersonal skills; ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation, and spelling; ability to effectively present information in meetings

Strong attention to detail with the ability to multi-task and work within a fast-paced environment

High computer literacy; Proficient in Word, Excel, Power Point and Google Docs

Ability to deal with confidential information appropriately

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to organize and effectively prioritize workload

Ability to lead, motivate, and gain 'followership.'