Customer Service Team Leader - bloop

Type: Full-time, 8-hour shift Mon to Fri

 

Responsibilities

  • Manage CS reps at local and remote sites. Daily work streams and initiatives.
  • Manage our support queues to ensure the team is on track to meet our critical metrics
  • Optimize the team workflows and develop new initiatives to continuously improve our support operations and team efficiency
  • Contribute to our positive and proactive team by leading with empathy, celebrating wins, and providing growth and development opportunities for the team
  • Handles escalated and unresolved calls from staff and provides direction and coaching as needed to meet defined sales, productivity, and performance goals. 
  • Reviews data and reports trends to management. 
  • Recognizes and recommends areas needing improvement. 
  • Lead or assist with monitoring rep availability, productivity, scheduling, and attendance

 

Qualifications

  • Supervisor, leadership or similar experience, preferably in a BPO setting
  • 3+ years of experience in Customer Support, Account Management, Customer Success or Customer Relations
  • Strong verbal and written communication skills – you’re able to articulate in a clear and concise manner, even during demanding interactions
  • Experience with customer survey driven (CSAT) accounts
  • Must be customer support oriented and successful in building a strong team that is collaborative
  • Ability to think on your feet, remain calm under pressure, and find solutions to challenges in real-time
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