Customer Service Team Lead (Residential)

| Chicago

Summary

The Operations Team Lead is a senior member of the Customer Service Operations team responsible for ensuring effective and quality team performance by the Operations Specialists reporting to them and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise on the use of the One by SMS Assist technology platform. This role is a first point of entry into a management role in the Customer Service career track.

 

Responsibilities

 

Manage and Develop Customer Service Representatives:

  • Train, develop and manage their respective team and its members.
  • Carry out daily performance management of all the Operation Specialists in the team.
  • Monitor and ensure that their team is compliant with the guidelines of the SMS Employee Handbook and departmental requirements. 
  • Serve as the main point of contact for ensuring Operation Specialists adhere to proper time and attendance and scheduling/overtime regulations and procedures.
  • Collaborate with their own, and the broader Operation Specialist teams, to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.
  • Consistently communicate strategic initiatives of the department to front line Operation Specialists, including reasoning and justification for such initiatives

 

Internal and External Relationship Building:

  • Play a key relationship building role both as an internal liaison between Operation Specialists and other departments and as a key contact for external customers and vendors in case of any escalation.
  • Facilitate any necessary information with their Operations and Site Directors.
  • Communicate any process or performance concerns to Managers on a timely basis. 
  • Effectively communicate and collaborate internally with the Service Delivery and QA teams, and act on feedback accordingly.

 

Technical Expertise:

  • Use expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work.
  • Train others on the company’s systems and processes.
  • Provide Management Information data as required

 

 

General

  • Fosters a positive team environment
  • Acts as a role model for professional behavior and performance at all times
  • Ensures confidentiality of internal and external data
  • Performs ad-hoc projects and other duties as assigned

 

   Professional Skills

  • Customer Service - PROFICIENT
  • Verbal Communication  - PROFICIENT
  • Written Communication - PROFICIENT
  • Teamwork – PROFICIENT
  • Relationships – PROFICIENT
  • Organizational Awareness - PROFICIENT
  • Learning Agility – PROFICIENT
  • Analysis - PROFICIENT
  • Problem Solving – PROFICIENT
  • Process Orientation – PROFICIENT
  • Prioritization - PROFICIENT

 

Role Specific Skills

  • Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
  • Previous experience (> 4 years) in customer service call center environment required
  • Previous team leader experience preferable
  • One by SMS Assist knowledge and proficiency

 

People Management Skills

  • Proficient in basic people management processes
  • Proficient in leading a small team on a day to day basis, within a broader organization

 

Qualifications

 

    Minimum Qualifications

  • Education Level – Undergraduate degree / internship
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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.

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