Team Lead, Customer Service

Essential Job Duties and Responsibilities:

• Team Leadership & Performance
  • Lead and motivate a team of temporary CSRs to meet KPIs and service level targets.
  • Act as a process and procedural expert, ensuring staff have the skills and knowledge to resolve inquiries effectively.
  • Monitor call quality and customer experience; provide coaching and feedback to improve performance.
  • Implement performance agreements and development plans for team members.
  • Communicate management objectives and align team efforts to achieve them.
  • Foster a positive work environment.
• Operational Oversight
  • Approve timecards and manage data changes for assignments.
  • Manage real-time service levels, roster adherence, absenteeism, and attendance.
  • Prepare and analyze daily, weekly, and monthly performance reports.
  • Identify training needs and coordinate development activities.
  • Must be able to work various shifts, including weekends and overnight.
  • Performs tasks normally carried out by CSRs when required.
  • Performs other duties as assigned.
• Customer Experience
  • Ensure accurate information and problem resolution for customer inquiries and complaints.
  • Handle escalated customer issues when necessary.
• Compliance & Safety
  • Ensure compliance with legal, regulatory, company policies, and code of conduct, including safety standards.
  • Report incidents and hazards as required.

Education and Qualifications:

• Minimum 2 years as a Senior Customer Service Representative.
• At least 4-6 years of contact center experience.
• Proven leadership capability in a dynamic environment.
• Strong time management and prioritization skills.
• Proficiency in Microsoft Office and contact center systems.
• Understanding of workplace safety standards.

Cubic Pay Range:

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.