Customer Service, Team Lead

Join to apply for the Customer Service, Team Lead role at One Inc
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This range is provided by One Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$21.00/hr - $22.00/hr

• Oversee a team of Customer Service Agents providing guidance and training utilizing effective coaching skills and maintaining day-to-day oversight of the Contact Center.
• Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth.
• Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures. Effectively handles Escalated Contacts with little oversight.
• Identify and elevate potential people and business concerns timely for resolution.
• Foster a Positive and Collaborative environment while also maintaining an engaged and focused attitude, while maintaining an engaged and focused attitude in the face of ever-changing goals, focus and situations within the Center and Company.
• Lead and manage team performance in an effective and timely manner to include potential development opportunities and corrective action.
• Develop strong subject-mag expertise to ensure the team's understanding of scope of work. Assist in consistently improving the team's product knowledge, performance, and skillset.
• Coordinate communication between management QA and Team Members.
• Monitor daily work adherence to schedules and assignments.
• Organize daily work to deliver SLA’s and other important KPI’s/metrics and maintain performance records for all agents.
• Serve as the main point of contact for teams for daily, weekly, monthly, and yearly feedback.
• Provide input into performance goals process and hiring decisions.
• Conduct weekly meetings with management to discuss team metrics development and update on Employees.
• Conduct effective meetings with team members to provide updates on metrics, changes within the Center and P&P's and general engagement.
• Provide on-demand support/assistance/coaching to all team members.
• Demonstrate honest integrity and humility.
• Additional duties as assigned.

• Mid-Senior level

• Full-time

• Other

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Knoxville, TN