West Team Lead - Customer Experience

JOB RESPONSIBILITIES

• Work closely with Manager to identify and meet key metrics.
• Communicate goals and deadlines to team members.
• Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities
• Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development
• Assists with taking agents’ calls, when business conditions necessitate
• Improves quality of results by recommending changes and coaching behaviors.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance and ensure compliance with company policies.
• May be asked to assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.

CORE SKILLS/COMPETENCY REQUIREMENTS

• Industry experience in logoed products, printing, promotional products, or value-add/decorated goods preferred.
• Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
• Ability to multi-task and balance priorities effectively
• Manages and oversees a team of CX personnel handling customer-facing activities.
• Motivates and supports agents through feedback and communication.
• Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
• Tech savvy with knowledge of relevant computer programs and telephone equipment
• Ability to remain calm and respectful under pressure
• Exceptional customer service expertise
• Proficiency with the English language
• Strong verbal and written communication skills
• Organizational skills and attention to detail
• Familiarity with quality assurance and data analysis concepts
• Excellent problem-solving skills