Team Leader of Client Service

CSC•Wilmington, NC

1d•Onsite

About The Position

CSC’s Business License Fulfillment team is seeking a Team Leader to lead a team of Client Order Coordinators who are responsible for providing great customer service, while ensuring quality, efficiency, and timeliness of Business License filings. The Team Leader will be responsible for supervising, managing, motivating, and guiding team members on a daily basis. As a Team Leader, you will be the primary contact person for all team members, so communication skills must be excellent. A successful candidate in this position will be comfortable getting into the details of the day-today work of the team. Ultimately, the Team Leader will lead by setting a good example and engaging the team to achieve goals.

Requirements

5 years of leadership experience, preferably in a customer service and compliance industry
A proven history of successfully mentoring and developing employees
In-depth knowledge of developing and utilizing performance metrics
Proficiency with MS Office, especially Excel
Tremendous written and verbal communication skills
Organizational and time management skills
Decision-making skills
Excellent change management skills
Strong analytical and problem-solving skills
Attention to detail
Eligible to work without sponsorship

Responsibilities

Create an inspiring team environment with an open communication culture
Develop key performance indicators and set clear team goals
Delegate tasks effectively and set deadlines
Oversee day-to-day operations
Monitor team performance and conduct performance reviews
Handle customer complaints and address escalations with customers
Design and implement process and operational policies
Full spectrum of employee management, development, and training
Motivate team members to achieve objectives
Discover training needs and providing coaching
Listen to team members’ feedback and resolve any issues or conflicts
Recognize high performance and rewarding accomplishments
Ensure the highest levels of productivity, service, and client satisfaction levels
Organize team-building activities