Customer Service Team Lead, Leadtech

• This position requires proven leadership experience in customer service, strong problem-solving abilities, and a passion for coaching and mentoring
• Minimum of 2 years of experience managing medium-sized teams
• Strong multitasking abilities with effective coordination skills within a team
• Strong analytical skills, decision-making autonomy, and the ability to propose solutions to enhance team performance
• Proven ability to guide and motivate the team to meet targets and KPIs
• Ability to propose and implement improvements to operational processes
• Fluency in both English and Spanish (written and spoken)
• Availability to work weekends and as required by business needs

Desirable

• We are looking for an experienced and proactive Customer Service Team Leader to join our team!
• In this role, you will oversee daily operations, guide team performance, and act as a key liaison between team members and other departments
• As a Team Leader, you will ensure the team meets performance targets, maintains operational efficiency, and fosters a culture of continuous improvement
• Team Leadership & Daily Operational Support:
• Monitor team performance, assign tasks, and ensure effective daily operations, including optimal service coverage
• Team Support & Escalations:
• Serve as the primary point of contact for the team, addressing questions, concerns, and escalations efficiently. Escalate to the Senior Team Lead as necessary
• Performance management:
• Metrics & Results Review: Conduct daily reviews of team performance, including previous day’s metrics, to ensure alignment with KPIs
• 1:1 Meetings: Hold regular one-on-one meetings with agents and project specialists to review tasks, provide feedback, and set goals
• Performance Improvement Plans (PIPs): Initiate and oversee PIPs as needed, ensuring proper execution and alignment with company procedures
• Cross-department collaboration:
• Product Team Engagement: Attend regular meetings with project directors to discuss priorities and action items
• Project-Specific KPIs Reporting: Track, analyze, and report on key performance indicators specific to project objectives. Collect data, identify trends, and provide actionable insights to stakeholders to ensure alignment with strategic goals. Regularly present findings, highlighting successes and improvement areas
• Additional Support: Collaborate with other departments to identify and address additional support needs
• Administrative responsibilities:
• Staffing & Coverage: Manage team schedules, including holidays and sick leave, to ensure adequate service coverage at all times
• Employee Management: Prepare and deliver situation reports that outline context, rationale, and outcomes for employee-related matters. Work with HR and management to address issues, assess impact, and recommend future actions. Maintain accurate documentation to support decision-making
• Escalation Management: Identify and escalate team needs (e.g., staffing, technical, or operational issues) to the Senior Team Lead as necessary
• Reporting: Analyze and create detailed reports on team performance, metrics, and other valuable information for relevant stakeholders
• Team Collaboration: Coordinate closely with Quality and Knowledge teams to uphold quality standards and ensure up-to-date documentation. Partner with Ops/WFM teams to align on operational aspects and manage system and data needs