Customer Experience Team Lead

About the Role:

Motivates the call center team to achieve goal standards. Responsible for supporting, coaching, and developing a group of employees in a Service Center/Operations environment. Effectively run reports, demonstrate leadership through acknowledging the fair and consistent application of policies while demonstrating a variety of coaching styles and techniques.

What You Will Do:

• Provide exceptional customer service.
• Monitor call center to observe employee demeanor, quality of call, and conformity to company policy and procedures. 
• Effectively interact with team members that have diverse backgrounds and temperaments, while demonstrating a genuine interest in team members, maintaining open lines of communication and being an advocate for team members.
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all members in incremental performance improvement. 
• Consistently monitor team to proactively identify potential problems and with guidance, ensures appropriate parties are engaged through to resolution.
• Ability to take end-to-end ownership of customer issues.
• Alert leadership of any customer issues or staff incidents occurring in the call center 
• Work well in busy high stress environment
• Maintain overall call volume and service levels at 90% or above.
• Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.
• Using developed communication skills participate in recruiting efforts, attend calibration sessions, participate in conference calls.
• Facilitates daily meetings to provide updates to seasonal employees.
• Demonstrate flexibility by working varying shifts and responding to unanticipated events.
• Supervise agents, including training, setting, and establishing goals, evaluating performance, and resolving employee-related issues.
• Other duties as assigned

What You Will Need:

• High school diploma or equivalent.
•  6+ years related experience.
• Proficient verbal and written skills, required.
• Bilingual is desired.
• Strong customer service skills

The responsibilities listed above are not all inclusive and may be changed at any time.

Salary range:  $24.00 hourly – $40.30 hourly

 
The salary range reflects the minimum and maximum target for a new hire in this role. Individual pay within the range will be determined by multiple factors which can include but are not limited to a candidate’s experience, qualifications, skills, and location. Your recruiter can share more about the specific salary for your location during the hiring process. Ranges may be modified in the future.
This role is also eligible for an annual performance-based incentive opportunity.  Pathward offers a comprehensive benefits package for eligible employees, including health insurance, 401(k) retirement benefits, life insurance, disability benefits, paid time off, and more.

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