West Team Lead - Customer Experience

Protective Industrial Products•Latham, NY

About The Position

This role involves leading a team of Customer Experience (CX) personnel, focusing on meeting key metrics, implementing support plans, and ensuring overall department operations align with service level objectives and quality goals. The Team Lead will provide individual development through monitoring, feedback, coaching, and training, and may assist with hiring and onboarding. They will also be responsible for preparing performance reports and setting goals for improvement.

Requirements

Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
Ability to multi-task and balance priorities effectively.
Manages and oversees a team of CX personnel handling customer-facing activities.
Motivates and supports agents through feedback and communication.
Measures productivity, quality and service KPI’s such as Order Entry or inbound calls handling.
Tech savvy with knowledge of relevant computer programs and telephone equipment.
Ability to remain calm and respectful under pressure.
Exceptional customer service expertise.
Proficiency with the English language.
Strong verbal and written communication skills.
Organizational skills and attention to detail.
Familiarity with quality assurance and data analysis concepts.
Excellent problem-solving skills.

Nice To Haves

Industry experience in logoed products, printing, promotional products, or value-add/decorated goods preferred.

Responsibilities

Work closely with Manager to identify and meet key metrics.
Communicate goals and deadlines to team members.
Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day customer-facing activities.
Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development.
Assists with taking agents’ calls, when business conditions necessitate.
Improves quality of results by recommending changes and coaching behaviors.
Provides product/service information by answering questions and offering assistance.
Keep track of employee attendance and ensure compliance with company policies.
May be asked to assist in hiring and onboarding new employees.
Prepares monthly and annual performance reports.
Creates targets and goals for improvement.