Customer Care Team Lead

Responsible for providing leadership and support for the customer care call floor in various capacities. The primary objective is to efficiently and effectively deliver superior service to clients and client customers delivered via inbound phone, email, SMS and chat.

Essential Functions and Responsibilities

• Leads, coaches, develops, communicates and mentors team members to reach their full potential and to cultivate a respectful, positive and customer centric environment.
• Monitor customer care team chat and answer questions, assist agents and support the floor; be their liaison and go-to knowledge base if needed. 
• Helps monitor productivity, quality, attendance, teamwork and overall performance of each team member and of the collective team.
• Monitor email and assist with and support agents with, but not limited to Balance Transfers, Card Holder inquiries, SMS email inquiries, Marketing inquiries, and more.
• Help support the Operations Team with Client and Center requests (outside of business hours) for the following; Password Resets, Account Creations, Account Suspensions and any other applicable client need.
• Review daily queue performance of agents to help identify trends and possible issues. Review Salesforce cases created by agents, for accuracy and completion.
• Review daily adherence metrics for agents, and provide coaching to those appropriately who are out of adherence. 
• Take phone calls with the call floor when needed and directed by the Sr. Manager or Supervisors.
• Assist with the review daily adjustment report to correct any errors and coach agents if necessary. 
• Update agent attendance tracker when needed.
• Work with Customer Care senior leadership for approval in offering VTO when appropriate based on business and staffing needs.
• Helps identify performance gaps and clearly communicates observations and deficiencies with the objective of identifying solutions with the employee to motivate team members to improve and achieve optimal performance.
• Helps identify both positive and negative performance trends to recognize employees and to ensure attainment of revenue goals and performance targets.
• Listens to customer calls and reviews written correspondence to evaluate and score quality, employee courtesy, professionalism, technical proficiency and conformity to company policies.
• Willingly receives and professionally handles a transferred call from customers in need of a supervisor. 
• Provides communication and follow up to ensure representatives are fully informed of all new product information, procedures, client needs and company related issues, changes or actions.
• Utilizes Microsoft office software to enter, track and analyze customer service and employee performance.   
• Determines work procedures, prepares work schedules and expedites workflow.
• Seeks to identify and recommend improvements to systems, policies and procedures while staying in touch with the needs of the employees and the needs of the business. 
• Maintains harmony among workers and resolves grievances.
• All other duties as assigned. 

Minimum Qualifications       

• Two or more years of experience in an inbound customer service environment.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• Travel:  This position does not normally require overnight travel.

Physical Requirements

• General office environment physical requirements include sitting, extensive use of computers and keyboards, lifting of less than 20 pounds; and walking and standing for long periods of time to support team members.