Customer Experience Team Lead

Posted 3 months agoInactiveViewed

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💎 Seniority level: Lead, 6+ years related experience

📍 Location: Sioux Falls, SD, Scottsdale, AZ, Troy, MI, Franklin, TN, Dallas, TX

💸 Salary: 23 - 42 USD per hour

🔍 Industry: Financial services

🏢 Company: Pathward, N.A.

🗣️ Languages: English, Bilingual desired

⏳ Experience: 6+ years related experience

🪄 Skills: LeadershipCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communicationMultitaskingCoachingTeam management

Requirements:

High school diploma or equivalent.
6+ years related experience.
Proficient verbal and written skills.
Bilingual is desired.
Strong customer service skills.

Responsibilities:

Motivates the call center team to achieve goal standards.
Provide exceptional customer service.
Monitor call center performance and employee demeanor.
Communicate feedback and adapt coaching styles.
Proactively identify potential problems and engage appropriate parties for resolution.
Take ownership of customer issues and alert leadership of incidents.
Maintain call volume and service levels above 90%.
Analyze trends and assist in creating action plans.
Facilitate daily meetings and support seasonal employees.
Supervise agents, including training and performance evaluation.

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