IntouchCX · 2 weeks ago
Team Lead (Supervisor)
Altamonte Springs, FL
Full-time
Onsite
Entry, Mid Level
1+ years expIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. The Team Lead (Supervisor) will provide front-line direction to Customer Service Representatives, ensuring quality service and promoting professional development through training and performance evaluations.
Outsourcing/Offshoring
Responsibilities
Manage and supervise CSRs
Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
Use critical thinking to develop solutions to improve business performance and partner success
Motivate teams through relationship building and real-time coaching
Develop incentive programs to motivate CSRs to achieve desired outcomes
Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
Gain expert level knowledge on all partner products and promotions
Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
Act as a role model and exemplify our 10 Things (cultural values)
Qualification
Required
High school diploma or equivalent (required)
Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
Experience dealing with escalated issues in a contact center capacity
The ability to type 30 WPM with accuracy
Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
The ability to use spreadsheet applications to maintain and develop operational reporting
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
The ability to work a variety of shifts, including days, evenings and holidays
Benefits
Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
Amazing career growth opportunities
Company
IntouchCX
We are IntouchCX, where innovation meets industry, where dreamers meet doers, and where scale meets soul.
10001+ employees
Funding
Current Stage
Late StageRecent News
Times of India
2024-05-20
2024-04-06
Company data provided by crunchbase