Customer Care Team Lead (Green Bay, WI)

Job Summary:

Provides leadership, guidance, coaching and training to Customer Care and Inside Sales Representatives to ensure all customers receive extraordinary service. Responsible for the customer experience, morale of the team, and ensuring successful operationalization of company initiatives. Coaches and develops representatives for success in meeting individual, team, and departmental goals. Sets clear expectations for metrics, projects, and company initiatives and tracks performance. Handles escalated situations and supports the queue by taking phone calls, emails, and chats, as needed. Works collaboratively and cross functionally to ensure employee and customer needs are met. Monitors the team, tasks, and department, adjusting day-to-day operations and procedures to adapt to changing business needs.  Continually operates with a growth mindset, managing change and aligning teams towards the future. 

Responsibilities & Duties:

• Leadership and Development: Leads, coaches, and develops Customer Care and Inside Sales Representatives.
• Team Engagement: Ensures team members have updates, resources, and tools to perform their jobs successfully.
• Performance Coaching: Holds reps accountable through regular interactions and 1x1 meetings, providing actionable steps for improvement.
• Project Management: Oversees and tracks projects, ensuring timely and accurate completion, and provides metrics to leadership.
• Customer Interaction: Guides employees to enhance customer experience and create "win/win" outcomes.
• Disciplinary Actions: Ensures timely and appropriate disciplinary actions when needed.
• Record Keeping: Maintains accurate records of attendance, performance, quality monitoring, coaching logs, and service levels.
• Empowerment Monitoring: Monitors and provides feedback on empowerment usage to ensure consistency and adherence to policies.
• Staffing and Scheduling: Ensures adequate staffing to meet service level goals and adherence to schedules.
• Collaboration: Works with other leaders and teams on products, processes, and procedures.
• Customer Resolution: Responds to escalated customer inquiries and resolves issues requiring team leader intervention.
• Process Improvement: Strives for continuous improvement to ensure exceptional customer service and peak efficiency.
• Knowledge Enhancement: Continually learns and enhances knowledge of plans, promotions, products, services, procedures, and policies.
• Additional Duties: Performs other related duties as requested or required.

Requirements:

• Associate degree or equivalent experience, one year leadership experience in motivating, communicating, coaching, and developing skills and/or employees to reach desired outcomes.
• Internal candidates:
  • Completing the Nsight Leadership Program counts towards one year of experience, Customer Care New Hire Mentor, Customer Care Senior CSR, Resolutions Specialist and Quality Analyst role – number of years in role counts toward experience.
• Preferred:
  • Bachelor’s degree or equivalent and Contact Center experience.
  • Preferred 3 years’ leadership experience in motivating, communicating, coaching, and developing skills and/or employees to reach desired outcomes.
• Strong interpersonal skills, emotional intelligence, and the ability to effectively communicate and collaborate with others.
• Ability to manage stress in a fast-paced environment, prioritize tasks, and maintain attention to detail while supporting a positive work environment through one's own work and attitude.

A person who excels in coaching and developing others, possesses strong interpersonal skills, thrives in a fast-paced environment, and demonstrates adaptability to change would excel in this role.