Job Description
Key Responsibilities
- Serve as the senior point of escalation for high-risk issues and provide direct guidance to your Customer Service Associates.
- Run metrics to review prior day/week team performance and report to senior leadership.
- Manage team metric dashboards and volume analysis.
- Review staffing needs and schedules to ensure appropriate workload distribution.
- Partner closely with the service operations, logistics, and sales team managers to ensure service delivery needs are being met.
- Completing quality reviews, performance reviews, or coaching sessions for CSA’s and provide performance feedback.
- Manage internal team processes including oversight of the team training playbook.
- Interview, hire, and onboard new team members.
- Other duties and projects as assigned.
Skills, Knowledge and Expertise
- 5+ years in team leadership or management, preferrable of phone-based, front-line teams in technical or mechanical fields.
- Experience managing both onsite and remote teams.
- Experience relaying technical or mechanical information to customers over the phone.
- You are a “roll up your sleeves” leader. You aren’t afraid to get your hands dirty and get to know the business. You know that building a team requires you to balance working in the weeds and strategy. You inspire your team by setting the example.
- You are a feedback-focused leader who knows that supporting your team includes building positive, trust-based relationships alongside providing clear, candid performance feedback.
- You are a data-driven leader. You find metrics motivating and enjoy some healthy competition now and then. More than that, you know how to leverage metrics to get others exciting about hitting their goals. You know how to leverage data to motivate your team and drive for results.
- You are a low-ego leader. Your commitment is to the end goal, and you are eager to contribute new ideas while remaining open to implementing the ideas of others.
- You’re a tech-savvy leader who has excellent computer skills, including proficiency in Outlook, Excel, and Word. You know how to present data and insights and are focused on using technology in ways that increase efficiency at quality, at all levels of work.
Benefits