Customer Care Team Lead - In Office (Draper, UT)

Nav•Draper, UT

7d•$60,000 - $75,000•Hybrid

About The Position

Nav is the leading credit and financial health platform used by more than 2.4 million small business owners in the United States. We’re on a mission to give every small business owner the chance to succeed. The team views each day as an opportunity to challenge the norm, push boundaries, and create meaningful products, services, and experiences that make a positive difference for small business owners each and every day. At Nav, our team is just as diverse as the customer base we serve. And, that’s something we’re incredibly proud of. We value individualism just as much as we do hard work, talent and smarts. Working at Nav isn’t just a job — it’s an opportunity to gain invaluable experience, work with dedicated professionals, and make a real, lasting impact. If you’re ready to be part of a team that’s driven by heartfelt purpose and data, let’s talk. We are looking for an experienced leader and contact center professional to join our management team. This individual will lead a team of dynamic customer service specialists, tasked with providing the world-class service that Nav is known for. The successful candidate will have solid experience building high-performing teams, and a passion for mentoring and coaching. Additionally, the ideal applicant will have a knack for finding creative solutions, "getting things done," and driving measurable impacts to the overall operation. This position is in office at our Draper, UT location. You must be able to be in office 5 days a week for the first 6 weeks for training and then there will be a hybrid schedule with a requirment of going into the office a minimum 2 days a week.

Requirements

High School Diploma or equivalent required.
Two years leadership experience in a customer service or contact center setting.
Five years overall experience in a contact center or customer service environment.
Communication skills: Excellent interpersonal skills; ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation, and spelling; ability to effectively present information in meetings.
Strong attention to detail with the ability to multi-task and work within a fast-paced environment.
High computer literacy; Proficient in Word, Excel, Power Point and Google Docs.
Ability to deal with confidential information appropriately.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to organize and effectively prioritize workload.
Ability to lead, motivate, and gain "followership."

Nice To Haves

Experience with contact center tools and systems preferred (e.g., Five9, Salesforce, NICE inContact, Zendesk, Medallia, etc.).

Responsibilities

Provide daily direction, coaching, and communication to a team of customer care specialists, ensuring that customer interactions are handled in a manner that is consistent with Nav’s high standards of service excellence.
Track and monitor KPIs, providing regular statistical and performance feedback and coaching to each agent on your assigned team.
Establish work procedures and processes that support the company and department standards, procedures, and strategic directives.
Assist the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs).
Write and administer regular performance reviews.
Participate in quality calibration sessions.
Ensure employees have appropriate training and other resources to perform their jobs.
Coordinate with manager and/or HR to address disciplinary and/or performance issues.
Effectively administer improvement/development plans.
Conduct regular 1:1s, side-by-sides, and team meetings.
Review and score customer interactions (against established quality standards), providing coaching and feedback.
Participate in the selection process (interviewing, etc.) for potential employees.
Handle escalated customer situations as needed.
Create an inspiring team environment with an open communication culture.