Senior Team Leader

About the client:

At G-Plans and FuturHealth, our Customer Service Team is dedicated to delivering an unparalleled experience to our valued customers. Our mission is to embody excellence in service by providing swift, efficient, and comprehensive solutions. We strive to be the beacon of reliability, ensuring that every customer interaction is characterized by clarity, empathy, and expertise. Our goal is not only to meet but exceed customer expectations by resolving their queries, concerns, and issues on the very first call, while working with our provider network to solve all customer requests/issues.

Summary: 

The Customer Success Senior Leader will join the support team, working closely with the Head of Customer Success and Operations Manager to ensure the smooth operation of the businesss day-to-day activities. We are seeking a sophisticated Customer Success Senior Lead who is committed to delivering exceptional service and making a meaningful impact.

Responsibilities: 

• Supervise a team of Customer Success Specialists, offering direct mentorship and support.
  
• Responsibilities include monitoring attendance, conducting training and side-by-side sessions, delivering constructive feedback to aid in coaching, and appropriately delegating tasks among team members. Accountability is upheld through KPI-based evaluations.
  
• Developing and implementing KPI (Key Performance Indicators) targets aligned with the team’s tasks and workload and ensuring that these targets are met.
  
• Effective time-management and multi-tasking skills. Has strong analytical and problem-solving skills.
  
• Proficient in scheduling and planning processes to ensure complete team coverage during business hours.
  
• Proactively monitor the team by ensuring they adhere to the process and take appropriate actions to address performance-related issues.
  
• Drive team efficiency through the optimization of processes and proper utilization of tools (Zendesk and knowledge base).
  
• Exhibit strong written and verbal communication skills, particularly in phone interactions where multitasking and prompt problem-solving are essential.
  
• Provide exemplary customer service, resolving escalations efficiently and ensuring these are completed to satisfaction.
  
• Responsible for day-to-day incident management, service reporting, and non-compliance interventions.
  
• Work with OM in preparing allocation planning and capacity forecasting
  
• Work with the Operations Manager in creating Prime program initiatives to drive performance.
  
• Accomplish the High-Level responsibilities of the Team Leader.
  
• Act as the default Operations Leader during the absence of the Operations Manager.
  
• First Point of Contact for Client Escalations.
  
• Immediate contact with clients for instructions, clarifications, and issues that need immediate attention
  
• Ensure compliance with procedures and policy guidelines, encourage and motivate agents in a high-pressure job environment
  
• Manage shrinkage & attrition for their respective teams as per the process and organizational goals.
  
• Act as liaison for both internal and external groups for program initiatives
  

Management and Administrative Tasks:

• Coordinate with HR and Finance departments regarding concerns such as team members concerns that are directly impacting the employee, HR and Finance
  
• Responsible for tracking the team attendance and leave consumption.
  
• Preparation and generation of Daily, Weekly, and Monthly Productivity Reports
  
• Provide immediate coaching to Associates (first level) for de-escalation
  
• Facilitate Team Activities and Internal Program initiatives
  
• Ensure delivery and sign-off memos and policy guidelines to the team
  
• Immediate in charge of escalation whenever there are IT or any Technical issues
  
• Other administrative tasks analogous to the above.
  
• Ad-hoc tasks and deliverables as directed by the Senior Team Leader, or Manager.
  

Requirements

• Proven track record as a Team Leader
  
• Proven experience in customer service, account management, or client success roles.
  
• Excellent communication skills, both verbal and written, with the ability to effectively engage with clients at all levels of an organization.
  
• Minimum of 3 years of experience within a contact center environment as a Team Leader
  
• Professional experience within the contact center/BPO industry
  
• Strong coaching and people-development skills through call listening and audits, quality feedback, etc.
  
• Strong organizational and time management abilities, with a keen attention to detail and the ability to manage multiple priorities simultaneously.
  
• Ability to work independently and collaboratively within a team environment, demonstrating initiative, adaptability, and a customer-centric mindset.
  
• Ability to deal with demanding customers and escalations
  
• Ability to thrive in a fast-paced environment.
  
• Amenable to work on a shifting schedule (Monday to Sunday anytime from 8 am to 8 pm Eastern Time)
  

Benefits

WHAT WE OFFER

✔ Great Place to Work-Certified Company

✔ Premium HMO

✔ Holistic employee experience

✔ Rewards and incentives

✔ Monthly engagement activities

✔ Career advancement opportunities

✔ Paid referral program