Team Lead-Voice

Job Summary

Responsible for delivering high-quality customer service by managing customer interactions across multiple channels, resolving inquiries efficiently, maintaining accurate documentation, and contributing insights to enhance customer experience and operational effectiveness

Key Responsibilities

• Manage the team performance and career development of the team 
• Own and create performance improvement plans 
• Act as escalation point and take immediate action during call spikes to ensure proper coverage
• Ensures initial and ongoing training are complete and updated with latest content
• Performance management of all representatives

Skill Requirements

• Customer service/customer operations experience
• Proven ability to build, manage and foster a team oriented environment
• Excellent written and spoken communication skills

Other Requirements

Spanish language proficiency