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Customer Experience Team Lead

Posted 2024-11-20

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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 communicationMultitaskingCoaching

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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Posted 2024-10-19
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