Customer Service Team Lead Job Description: - Lead a team of Customer Service Representatives, ensuring quality service is provided with every customer interaction. - Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements. - Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas. - Develop solutions to improve business performance and partner success using critical thinking. - Motivate teams through relationship building and real-time coaching. - Develop incentive programs to motivate CSRs to achieve desired outcomes. - Collaborate with other departments within the organization to properly resolve issues. - Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings. - Gain expert-level knowledge on all partner products and promotions. - Demonstrate a positive work ethic and commitment to achieve the best possible outcomes. - Act as a role model and exemplify our 10 Things (cultural values). Required Skills and Qualifications: - High school diploma or equivalent required. - Some post-secondary education or completion of a post-secondary degree with a major in Business combination of education and work experience will also be considered. - 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role. - Experience dealing with escalated issues in a contact center capacity. - The ability to type 30 WPM with accuracy. - Basic knowledge of Google Suite is an asset. - Exceptional time management, organizational, and prioritization skills to complete work in a timely manner. - Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment. - The ability to work a variety of shifts, including days, evenings, and holidays. Benefits: - Mid-Senior level position. - Full-time employment.