Customer Experience Center Team Lead Evening Shift

Southern Home Services•Maitland, FL

1d•Remote

About The Position

Southern Home Services is seeking a dynamic Customer Experience Coordinator - Team Lead to join a thriving business that believes in work life balance and cares about YOU! This role oversees and guides a team of customer service representatives in a dynamic call center environment. The Team Lead manages daily operations, ensures high-quality service delivery, and provides coaching and support to team members. They monitor performance metrics, resolve complex customer issues, and implement best practices to enhance customer satisfaction. Strong leadership, communication skills, and a deep understanding of call center operations are essential for effectively managing the team and driving exceptional service outcomes. The evening schedule for this role is 1:30pm-10pm.

Requirements

High school diploma or equivalent required.
3-5 years of customer service experience, including 1-2 years in a supervisory or team lead role within a call center environment.
Service Titan Experience
Proven leadership skills with experience in coordinating and motivating teams to achieve performance goals.
Strong written and verbal communication skills for effective engagement with team members and clients.
Expertise in performance management, including monitoring, evaluating, and providing feedback to enhance team productivity.
Proficiency with call center software and CRM systems
Strong problem-solving and conflict resolution skills for managing customer and employee issues.
Ability to analyze data and apply insights to improve operational efficiency.
Excellent organizational and time management skills, capable of prioritizing tasks and meeting deadlines.
Superior presentation skills for delivering clear and impactful status updates using PowerPoint.
Flexible and adaptable, with the ability to work varying shifts and thrive in a dynamic environment.
Committed to maintaining high standards of customer service and ensuring adherence to company policies and industry regulations.

Nice To Haves

Trades experience preferred.

Responsibilities

Lead, motivate, and supervise a team of call center agents, ensuring high standards of customer service, productivity, and adherence to company policies.
Monitor and evaluate agent performance, providing regular feedback, coaching, and support to enhance skills and achieve key performance indicators (KPIs).
Review and assess call interactions to ensure agents maintain professionalism, deliver high-quality customer service, and comply with company standards.
Develop and manage agent schedules to ensure adequate coverage during peak hours and adherence to break schedules.
Identify training needs, assist in creating and implementing training programs, and support the onboarding process for new hires.
Establish and maintain quality assurance procedures to deliver consistent, exceptional customer service, and implement corrective actions as needed.
Collect and analyze data on call volume, response times, and customer satisfaction to derive insights and improve operational efficiency.
Address and resolve customer and employee issues, escalating complex cases to higher management when necessary.
Maintain accurate records and reports on call center activities, performance metrics, and agent evaluations.
Ensure adherence to industry regulations, company policies, and standards.
Additional duties as assigned.