Team Lead, Customer Service

The Team Lead position oversees and is responsible for providing quality and efficient customer service to applicants through the daily management of a team of employees to include hiring, training, coaching, contact monitoring, problem solving, motivating, and recognizing/rewarding. This role is responsible for tracking and reporting key metrics on team productivity to the manager.

Responsibilities:

• Provides daily direction and communication to employees so that customer service calls, chats and emails are answered in a timely, efficient, and knowledgeable manner.
• Ensure quality, customer satisfaction, productivity and service level targets are achieved.
• Utilize workforce management, agent scheduling and monitor real time adherence to schedule; maintain attendance records for agents on their team and follow the attendance policy, issuing corrective action as needed.
• Review and grade customer service calls, chats, and emails for quality management; provide continuous feedback to agents to ensure potential knowledge gaps are filled and consistency is maintained.
• Planning daily/weekly workload to support business priorities and personal goals; maintain a high level of organization.
• Coach and review staff performance and provide feedback and further training for staff that requires additional support.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Identify trends and escalate issues to manager in a timely fashion, to enhance the customer experience, minimize corporate risk, and share best practices.
• Participate in interviews as needed for future customer service representatives.
• Take escalations as needed.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Other duties as assigned.

Position Requirements:

• Bachelor’s Degree preferred
• 1 Year of Liaison Experience preferred
• Previous Lead or Supervisory experience preferred
• Previous admissions experience and/or familiarity with application processes strongly preferred
• Strong interpersonal and communication skills
• Strong organizational skills
• Proactive and continuous improvement attitude
• Problem solving skills
• Ability to creatively problem solve
• Result oriented
• Analytical skills with focus on detail 
• Ability to work effectively with different personalities throughout leadership