Team Lead (Customer Service)

ReEmployAbility, Inc•Brandon, FL

21h

About The Position

The Team Lead is responsible for the production and quality of their team members. They are ultimately responsible for the success of their team and the individuals that comprise it. Team Lead encourages the growth of each member of their team by creating a healthy and productive work environment. The position necessitates some level of understanding of various workers’ compensation laws in each state to handle litigation issues.

Requirements

Strong decision making, problem-solving and conflict resolution skills.
Able to motivate, lead and inspire others.
Ability to handle escalated customer issues to client satisfaction.
Articulate and professional written and oral communication skills.
Strong attention to detail.
Must be able to multitask, prioritize and meet deadlines with short notice.
Accountable and punctual
Flexible and adaptable to change
Strong computer skills including proficiency in Microsoft Outlook and Word.
Problem solving and critical thinking skills
Self-motivated individual and entrepreneurial.
Display professionalism with co-workers and external parties.
Build and maintain professional relationships.
The ability to work and comply with all EEOC rules collaboratively, respectfully and to accept constructive criticism from management with dignity and respect.
Successfully pass background check
2+ years of customer service experience
1+ years supervisory experience
Associates Degree or Bachelor’s Degree in Business, Communications, or related field; or experience in lieu of education

Nice To Haves

Knowledge of the workers’ compensation industry, preferred

Responsibilities

Ensuring that team members are motivated, monitored and measured in line with company targets and performance standards.
Responsible for delivering monthly performance conversations and addressing gaps in performance or quality are quickly identified and addressed.
Producing accurate reports on team performance for senior managers and coming up with solutions to foreseen challenges.
Managing attendance and PTO requests with HR to guarantee the team is fully staffed daily.
Maintaining detailed documentation and ongoing communication with team members for performance reviews and coaching documents.
Developing the overall success of the team by supervising the day-to-day operations of their team, making sure that motivation and performance levels are maintained.
Some administrative tasks and report writing duties, but primarily act as motivators, supervisors, and mentors, to guide the team’s vision and ensure that everything goes according to plan.
Working well with other members of the Leadership Team in creating an environment that is aligned with the company’s vision and mission.
Monitors daily production and quality on team dashboard.
Other duties as assigned