Customer Service Team Lead

Purpose of Position

The Team Leader will manage daily call center operations to ensure efficiency, high-quality customer interactions, and compliance with company policies and service level agreements. This role includes supervising a team, monitoring performance metrics across various channels (live calls, email, live chats, etc.), and evaluating agent performance. Key responsibilities include coaching and mentoring agents, optimizing workflows, implementing and supporting applications, and using data-driven insights to enhance customer satisfaction and operational efficiency. The Team Leader will collaborate with other departments, manage escalations, and drive process improvements while fostering a positive team environment.

Duties and Responsibilities

• Assist management with recruitment and special projects.
• Conduct performance evaluations, identify skill gaps, and implement development plans. 
• Provide ongoing coaching, mentorship, and constructive feedback to enhance agent performance and professional growth.
• Develop and implement quality standards for training and customer interactions and conduct regular quality assurance reviews to ensure compliance.
• Ensure adherence to quality standards, policies, and service level agreements (SLAs).
• Manage scheduling and staffing levels to meet call volume demands.
• Oversee customer support through various channels: phone, customer request management (CRM), email, live chat, and in-app messaging.
• Manage escalations and coordinate resolutions with internal teams and third parties to ensure effective issue resolution.
• Analyze performance metrics and customer feedback to identify trends, pain points, and opportunities for improvement.
• Ensure support requests are well-documented for auditing and reporting purposes.
• Provides additional team coverage and after-hours support when needed.
• Implement, support, and troubleshoot software applications.
• Attends training/meetings as scheduled.
• Acts as a positive role model in all aspects of professional performance.
• Adherence to safety procedures and personnel policies

Marginal Functions

• Perform other job-related duties as assigned.

Skills, Knowledge, and Abilities

Must have strong leadership and motivational skills to lead a team effectively.

Must have problem-solving abilities to resolve customer issues and operational challenges.

Must have advanced customer service skills with excellent verbal and written communication skills.

Must be able to speak, read, and write in English. Additional languages are a plus.

Must be able to interact cordially and productively with co-workers. 

Must exhibit functional knowledge of Microsoft Office. 

Must have the ability to work under pressure and to prioritize. 

Must possess good organizational skills.

Must be able to make independent judgment decisions with minimal supervision.

Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.

Must be able to use hands, fingers, and wrists, repetitively, using a computer keyboard and other office equipment, regularly.

Must be able to lift up to 10 lbs. occasionally.

Must be able to sit for prolonged periods and move around the building and elsewhere occasionally.

Must be able to travel by car or airplane occasionally.

Security Roles and Responsibilities

Implement and act in accordance with the organization's information security policies;

Protect assets from unauthorized access, disclosure, modification, destruction, or interference;

Execute particular security processes or activities;

Ensure responsibility is assigned to the individual for actions taken; and

Report security events or potential events, or other security risks to the InfoSec department.

Experience and Education Requirements

• High School Diploma required.
• Minimum of 5 years of experience leading a direct-to-consumer call center or managing a call center.
• Experience with Windows and MS Office products.
• Experience with Healthcare digital applications preferred.
• Experience supporting a phone application (Android or iOS) is preferred.
• Experience with Salesforce CRM preferred.

A combination of experience and advanced education may be substituted. Background checks and drug tests are required.