Team Lead (Supervisor) (Temporary Contract)
$37,440,000–$37,440,000 year
On-siteLas Vegas, Nevada, United States
Job Summary
Manage and supervise Customer Service Representatives, ensuring quality service with every interaction while maintaining proficiency in partner brand knowledge and processes. Prepare, grow, and retain employees through performance evaluations, training, and career pathing plans. Monitor operational performance against Key Performance Indicators and Service Level Agreements, analyzing reports to identify root causes for underperforming areas. Develop solutions to improve business performance and partner success through relationship building and real-time coaching. Coordinate staffing schedule changes and collaborate with HR, IT, and other departments to resolve issues. Gain expert-level knowledge on all partner products and promotions to exemplify our cultural values in partner meetings.
Required Qualifications
- High school diploma or equivalent
- Some post-secondary education or completion of a post-secondary degree with a major in Business
- 1-2 years of experience in the contact center and/or customer service industry
- At least 1 year in a Team Lead/Supervisory role
- Experience dealing with escalated issues in a contact center capacity
- The ability to type 30 WPM with accuracy
- The ability to work a variety of shifts, including days, evenings and holidays
Desired Qualifications
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive)
- The ability to use spreadsheet applications to maintain and develop operational reporting
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner
- The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
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