LEADERSHIP ROLE - CUSTOMER SERVICE | (UH530)

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 goo...