Residential Follow Up Team Lead
Summary
The Customer Service Team Lead is a senior member of the CSR team responsible for ensuring effective and quality team performance by the CSR’s 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 CSR’s 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 CSR’s adhere to proper time and attendance and scheduling/overtime regulations and procedures.
• Collaborate with their own, and the broader CSR 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 CSRs, including reasoning and justification for such initiatives
Internal and External Relationship Building:
• Play a key relationship building role both as an internal liaison between CSR’s 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
An individual fully established in this role frequently demonstrates the following 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
• High school diploma required
Other Relevant Qualifications
• Undergraduate degree / internship preferred