Customer Service Team Lead at Influx

Responsibilities

• Ensure achievement of Client KPIs.
• Ensure the team is organized effectively to maximize productivity
• Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Daily report to the delivery manager on team performance against KPIs
• Listen to pre-screened calls/go through the tickets and conduct coaching sessions with Agents
• Handle escalations, assist agents by providing support on customer queries
• Time management of staff breaks and schedules to ensure no impact on production
• Communicate all processes; client changes and notifications to agents in a timely manner
• Highlight concerns that impact team performance
• Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities

• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
• Strong people leadership skills and takes initiative
• Good reporting and presentation skills with a keen eye for detail
• Desire to succeed with the ability to grasp processes and tasks quickly,
• Hold your team (and yourself) accountable
• Effective problem solver and takes ownership
• Self-controlled/master stress management, and thrives under pressure
• Strong organizational skills
• Have an ability to influence and collaborate with a team
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion

Requirements

• 2+ years of customer service experience
• 1 year of management experience (would be an asset)
• Attention to detail (i.e. verify all details are submitted, able to identify missing information)
• Good use of Google suites, Microsoft Excel, Word & PowerPoint Office suite.
• Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
• Minimum 15mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 8GB Ram
• Wired headset
• Quiet working environment
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends/public holidays on any shift.