Team Lead - Customer Experience

Job description

The Value Added Services Team Lead - Customer Experience is responsible for monitoring, supporting, and coaching their team of Customer Service, Value Added Services employees. They work closely with their respective managers, and partner with the other Team Leads to achieve individual, team, departmental and company goals and objectives. The ideal candidate will have experience in logoed product, printing, or decorated goods environments and understand the operational flow of customized order processing. 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 - Assist s with taking agents’ calls, when business conditions necessitate - Improve s quality of results by recommending changes and coaching behaviors. - Provide s product/service information by answ...