Customer Service Operations Team Lead

| West Suburbs

 About This Role:

The Team Leader leads a group of Customer Service Representatives by coaching, mentoring, leading, guiding, and supporting their team.  The Team Leader functions as a Subject Matter Expert that leads by example.   In this dynamic leadership role your first responsibility above all others is to coach and mentor your team, motivating the team to provide an exceptional customer experience on every call.  In addition, the Team Leader will review and create reports, performance manage staff, and ensure policy and process is followed.  The Team Leader is a dynamic leader who focuses their efforts on motivating their team and coaching for continuous improvement. 

We are looking for customer service champions – teammates who know how to help others deliver an amazing customer experience.

Job Classification

 

  • This is a full-time, exempt position

 

Job Summary

 

  • Maintain the highest level of customer service delivery by supervising the tasks and responsibilities of all assigned staff
  • Be a Subject Matter Expert for the line(s) of business that assigned employees support
  • Ensure all customer interactions (call, email, chat) are executed in a professional and courteous manner that follows the policy and processes of the company
  • Maintain accurate documentation in required systems
  • Supervise Team productivity
  • Ensure that assigned employees adhere to assigned schedules (including breaks, lunches, and activities like meetings or assigned training)
  • Ensure superior customer service delivery by coaching, developing, training employees, and providing feedback to employees on areas of improvement and development.
  • Conduct effective Team Meetings
  • Handle escalated calls in a professional and customer focused manner.
  • Strive for First Call Resolution on calls. Provide feedback or suggestions to improve processes and First Call Resolution.
  • Responsible for delivering progressive disciplinary action for attendance, performance, and all aspects of company policy up to and including termination.
  • Knowledge, understanding, compliance, and enforcement of company policies and procedures.
  • Responsible for team’s overall performance and for motivating team to meet / exceed department goals and objectives.
  • Perform other duties as assigned
  • Perform 1 hour of phone time per week at a minimum
  • Build and maintain professional relationships both with internal teams as well as with client teams.
  • Participate and present information in internal management and customer meetings

 

Key Competencies

 

  • Demonstrated ability to coach and develop others as well as document coaching on company forms or systems
  • Experience managing performance and instituting performance management plans
  • Ability to motivate, inspire, and lead others
  • Comfortable organizing and leading individual and group meetings
  • Excellent interpersonal, written, and verbal communication skills with internal stakeholders and external customers
  • Strong Microsoft Office suite product skills (Word, Outlook, Excel, PowerPoint)
  • Understanding of call center performance metrics
  • Effective problem-solving skills
  • High levels of integrity
  • Flexible, adaptable, and able to juggle multiple projects and priorities in a fast-paced environment

 

 

Experience and Education

  • 3-6 years of experience of related, progressive work experience
  • Bachelor’s degree (or equivalent experience)
  • Demonstrated experience managing and leading individuals and/or a team
  • Customer Service Leadership experience a plus

 

Additional Requirements

 

  • Travel Requirements: None/Very Minimal
Read Full Job Description

Location

875 North Michigan Avenue , Chicago, IL 60611

What are SMS Assist Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

More Jobs at SMS Assist24 open jobs
All Jobs
Data + Analytics
Design + UX
HR
Legal
Operations
Product
Project Mgmt
Sales
HR
new
West Suburbs
Operations
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Chicago
Operations
new
West Suburbs
Operations
new
West Suburbs
Design + UX
new
Chicago
Data + Analytics
new
Chicago
Sales
new
Chicago
Data + Analytics
new
Chicago
HR
new
Chicago
Data + Analytics
new
West Suburbs
Product
new
Chicago