Grade 1 Group Leader - 2nd Shift
Core
Lead and inspire a group of customer service professionals to ensure exceptional service delivery and achieve team targets.
Role type
Senior IC customer service team leader
Builds
Customer service operations and team performance
Domain
Customer service / Direct service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, coaching, problem-solving, organizational skills, customer service expertise, scheduling, workflow management, compliance knowledge, hiring and onboarding
Preferred skills
Leadership or customer service management certifications, experience with customer service software
Technologies
Customer service software
Responsibilities
Manage and motivate a team of customer service representatives, oversee daily operations including scheduling and workflow, provide coaching and performance feedback, analyze team metrics for improvement, handle escalated customer issues, collaborate with other departments, implement training initiatives, participate in hiring and development
Seniority
Senior, hands-on IC
