Customer Service Team Lead

Contemporary Staffing Solutions (CSS) is seeking a Member Services Team Lead to join our client in Boca Raton, FL! This permanent opportunity offers $24-$27/Hour with bonus opportunities! The Member Services Team Lead plays a pivotal role in supporting contact center representatives by providing expertise in handling member inquiries, resolving escalated issues, and ensuring team efficiency. This position requires proficiency in managing day-to-day operations, coaching team members, and acting as the Manager on Duty (MOD) when needed. Additional responsibilities include facilitating training, assisting in hiring processes, and contributing to the continuous improvement of departmental workflows.

Key Responsibilities

• Serve as the primary point of contact for escalated member inquiries, ensuring swift and effective resolution.
• Act as Manager on Duty, overseeing team operations and addressing immediate challenges.
• Provide direct feedback and coaching to team members to enhance skills and performance.
• Support management in monitoring team productivity, adherence to schedules, and compliance with policies.
• Conduct training sessions for new hires and existing staff, fostering skill development and knowledge retention.
• Collaborate with leadership to implement policies, procedures, and performance benchmarks.
• Assist in evaluating candidates during the hiring process by providing interview support.
• Identify opportunities for improving processes and recommend actionable changes to management.
• Develop and refine team procedures to enhance service quality and efficiency.
• Maintain accurate documentation and records in accordance with established guidelines.
• Participate in special projects and contribute to data analysis or other departmental initiatives as directed.

Qualifications

• High school diploma or equivalent; an associate degree is preferred.
• Minimum of three years of experience in a customer service or contact center environment, with prior leadership or team support experience strongly preferred.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) and CRM tools.
• Strong organizational and multitasking abilities.
• Demonstrated ability to lead training sessions and provide constructive feedback.

Contemporary Staffing Solutions (CSS) has been a leading provider of contract, temporary, temporary-hire & direct hire solutions. We began as a staffing agency and evolved to a national provider of workforce management solutions with a niche recruitment focus in Accounting & Finance, Call Center & Office, Human Resources, Sales & Marketing, & Information Technology. To learn more about CSS, visit our website: www.ContemporaryStaffing.com.