About this role
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
The Team Leader - T1 Retail is responsible for leading and motivating a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences within a retail support environment. This role focuses on ensuring efficient operations, agent development, and adherence to quality standards.
Job Responsibilities:**
* Lead, coach, and mentor a team of T1 Retail Customer Service Representatives to meet and exceed key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), quality scores, and adherence. * Monitor real-time team performance, identify trends, and implement immediate coaching or corrective actions as needed. * Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to foster agent development and career growth. * Manage team schedules, attendance, and adherence to company policies and procedures. * Act as an escalation point for complex customer issues, providing effective resolution and support to agents. * Analyze team performance data, generate reports, and present insights to management regarding operational efficiency and areas for improvement. * Collaborate with other team leaders and departments to ensure consistent service delivery and best practices. * Facilitate team meetings, huddles, and training sessions to disseminate information, reinforce policies, and enhance agent skills. * Ensure compliance with all client and company specific policies, procedures, and security protocols. * Motivate and engage team members through recognition, incentives, and a positive work environment.
Job Qualifications:**
* Minimum of 2 years of experience in a customer service environment, preferably within a retail or telecommunications industry. * Minimum of 1 year of experience in a team lead or supervisory role. * Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely. * Strong leadership, coaching, and motivational skills with a proven ability to develop and empower teams. * Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions. * Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities. * Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). * High school diploma or equivalent; a college degree is a plus. * Demonstrated commitment to providing excellent customer service.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!