West Team Lead - Customer Experience

3d

#3467

Latham, New York, United States

Position Type
Full-time

Salary Range
$24.63-$33.31/hour

Job Summary
JOB 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.

CORE SKILLS/COMPETENCY REQUIREMENTS

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

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

Area of Interest
Customer Experience

All Addresses
25 British American Boulevard, Latham , New York 12110 , United States

At PIP Global Safety, we are committed to fostering a diverse and inclusive workplace where all individuals are respected and valued. We do not tolerate discrimination or harassment of any kind, and we strive to ensure that employment decisions are based on qualifications, merit, and business needs. Employment practices and policies may be subject to variation based on applicable laws and regulations in different countries and jurisdictions.

This commitment applies to all aspects of employment, including hiring, recruiting, promotion, termination, compensation, benefits, training, and development opportunities. We believe that a diverse team strengthens our global success and enriches our culture.

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