- Manage and supervise CSRs
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Use critical thinking to develop solutions to improve business performance and partner success
- Motivate teams through relationship building and real-time coaching
- Develop incentive programs to motivate CSRs to achieve desired outcomes
- Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
- Gain expert level knowledge on all partner products and promotions
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
- Act as a role model and exemplify our 10 Things (cultural values)
Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) Must be fluent in English, written and oral1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory roleExperience dealing with escalated issues in a contact center capacity The ability to type 30 WPM with accuracyBasic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an assetThe ability to use spreadsheet applications to maintain and develop operational reportingExceptional time management, organizational and prioritization skills to complete work in a timely mannerAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentThe ability to work a variety of shifts, including days, evenings and holidaysMust have at least 1-2 Years of customer service experience or equivalent, with at least 1 year in Team Lead/Supervisory Role. High school diploma or equivalent required