Team Lead

Team Lead

Requirements

• Must be flexible to work any shift between 5:00 am – 12:00 am PT including weekends and holidays
• Minimum of 1 year team management experience

Responsibilities

• Communicate effectively with the team to deliver key messages and vision from management including daily huddles, metric review, target setting, and providing visibility on responsibilities within the team
• Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators
• Provide guidance, escalation handling, agent support, and performance management
• Ability to deep dive on targets, gaps, and perform root cause analysis on teams’ performance
• Lead huddles with the team to drive results, monitor progress, and track status frequently throughout the day, flagging risks when they present themselves
• Handle escalations, provide coaching, and address real time questions to ensure customer service is top priority
• Drive overall performance of the teams, ensure there is alignment across the team, the customer, the internal stakeholders, and the satisfaction of the overall results
• Be accountable for the team’s performance with key performance indicators that will be measured and reported daily

Preferred Qualifications

• Preferably practical analytical problem-solving skills through analysis
• Customer Service Experience and experience working in a social media environment would be advantageous
• Ability to work on own initiatives while in a team environment having a business and client impacts
• Ability to work rotating shifts as directed by their team and is subject to change