Team Lead (Supervisor) - Customer Service

About the role

IntouchCX, a global provider of digital customer experience management, back office processing, trust and safety solutions and AI services, is looking for a Team Lead (Supervisor) to give front-line direction to its Customer Service Representatives (CSRs). The role ensures quality service in every customer interaction, requires knowledge of partners' brands, products and processes, and promotes professional growth through performance evaluations, training and career pathing.

Key responsibilities

• Manage and supervise CSRs, sustaining their training, professional development and engagement
• Manage operational performance against KPIs and Service Level Agreements
• Analyze reports and statistical data to measure production and find root causes of underperformance
• Develop solutions to improve business performance and partner success
• Motivate teams through relationship building and real-time coaching, and design incentive programs for CSRs
• Coordinate staffing schedule changes with the Operations Support and/or Workforce Management teams
• Collaborate with HR, IT and other departments to resolve issues
• Bring in-depth operational knowledge to partner meetings and gain expert knowledge of partner products and promotions

Required profile

• High school diploma or equivalent (required)
• Some post-secondary education or a post-secondary degree with a major in Business; a combination of education and work experience is also considered
• 1-2 years of experience in the contact center and/or customer service industry, including at least 1 year in a Team Lead or supervisory role
• Experience handling escalated issues in a contact center
• Ability to work a variety of shifts, including days, evenings and holidays

Required skills

• Type 30 WPM with accuracy
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• Ability to use spreadsheets for operational reporting
• Time management, organization and prioritization
• Ability to work independently and in a team in a fast-paced environment