Customer Service Team Lead
hace 4 semanas
Job Summary:
Tidal Basin Caribe is seeking a Customer Service Team Lead to oversee the daily operations of the Community Energy and Water Resilience Initiative (CEWRI) contact center and ensure exceptional service delivery to clients.
The Team Lead will be Tidal Basin's lead point of contact with the Contact Center and will be responsible for communicating program requirements and ensuring all facets of the contact center are meeting expectations and operating smoothly.
This role involves managing, but not limited, of the customer service representatives, monitoring performance metrics, conducting performance reviews, and implementing strategies to enhance customer satisfaction and operational efficiency.
Key Responsibilities:
- Supervise, train, and mentor customer service representatives to ensure high levels of engagement and performance.
- Conduct regular one-on-one and team performance reviews to assess skills, set goals, and develop career paths.
- Monitor call metrics (e.g., average handle time, call volume, customer satisfaction scores) and generate reports to identify trends and areas for improvement.
- Ensure that all team members are logged in as scheduled and providing proper coverage during Call Center hours of operations.
- Coordinating with the IT team when needed to troubleshoot issues that arise.
Requirements:
- 1-3 years of previous experience in customer service.
- Professional Proficiency in Spanish language.
- Knowledge of customer service practices and principles.
- Excellent listening, verbal, and written communication skills.
- Ability to demonstrate both empathy and professionalism.
Tidal Basin Caribe is an Equal Employment Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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