Customer Service Representative, Lead

Customer Service Representative, Lead

Reporting to the Call Center Manager, the Customer Service Lead is responsible for leading approximately 10-15 Customer Service Representatives in a high-volume, fast-paced call center environment, handling contacts received via telephone, chat, text, or email. Act as the single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience. Monitoring the performance of CSC according to established performance standards and policies.

The CS Lead is directly responsible for instilling a "can do" and customer-focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.

Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

• Provide day-to-day supervision and support to assigned Customer Service Representatives.
• Review reports daily, weekly, and monthly to recognize success and coach for improvements.
• Ensure Quality Assurance, FCR, and CSAT KPI expectations are being met for each assigned direct report; if not, create action plans.
• Achieve maximum productivity and efficiency of employees daily, including coaching to AHT.
• Perform 1 call, and 1 error monitor, per rep, per week, and update the QA tracker weekly; deliver immediate results/feedback to employees and coach accordingly and promptly.
• Work closely with the QA Training Team Lead and Supervisor to ensure guideline adherence, call integrity, and proper phone etiquette are being met; if not, coordinate a plan to address training needs.
• Attend mandatory QA calibrations and assist in the development and implementation of quality improvement programs to increase customer satisfaction, and FCR and drive productivity to meet KPIs.
• Facilitate the communication of new information to all CSRs in a timely basis, ensuring understanding and consistency of handling by all assigned CSRs; ensure clear communication to up to leadership as well.
• Responsible for the onboarding and development of direct reports.
• Prepare performance reports and ensure employee folders are documented, kept up to date, and organized.
• Handle supervisor-escalated calls/callbacks.
• Handle all offline work for direct reports – Examples: Congestion Credits, Toll Disputes, Pay by Plate Credits, etc.
• Provide ongoing motivation to the team.
• Manage Teams and walk the floor/visible to CSRs.
• Assist with maintaining service level requirements by ViaPlus' objectives and KPIs.
• Proactively coordinates 1:1 meetings, trainings, etc. with CS Supervisor & CS Manager to ensure adequate phone coverage is in place before taking CSR off the phones.
• Communicate with CS Manager or Supervisor to ensure adjustments to CSR's productivity are brought to their attention for corrections to be made in the Productivity tracker.
• Monitor and manage real-time stats, and partner with leaders to implement actions as needed and promptly, immediately address concerns with direct reports.
• Supervise direct reports to ensure schedule adherence for CSRs is being maintained and coached accordingly.
• Conduct documented monthly 1x1 meetings with each Customer Service Representative by the 15th of the following month, to include monthly scorecards.
• Manage and coach Productivity reports daily and coordinate disciplinary conversations with the CS Supervisor as needed.
• Manage and coach to Attendance Tracker daily and coordinate disciplinary conversations with the CS Supervisor as needed.
• Manage and coach CSR KPI Scorecards monthly and coordinate disciplinary conversations with the CS Supervisor as needed.
• Conduct Employee coaching and counseling sessions promptly · Be a "Change Agent" and find solutions to customer and employee challenges; assume a high level of ownership for customer satisfaction.
• Meet all expectations and deadlines.
• Model expectations of punctuality and attendance.
• Serves as backup Team Lead for colleagues.

PC skills, strong data entry skills, 10-key by touch, and the ability to effectively navigate through a Windows environment. Spreadsheet skills are a plus.

• Interpersonal skills: an ability to solve conflicts between team members; a knack for motivating others and giving constructive feedback.
• Accountability for their team's performance.
• Confidence in their actions.
• Organization skills, especially planning.

High school diploma or GED. Three (3) to five (5) years of Call Center Experience.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.