Team Lead (Supervisor) Jobs

About IntouchCX

IntouchCX is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About The Job

We’re changing the way people think about customer care, and we need your help!

We’re looking for a Team Lead to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.

As Team Lead, You Will…

• Gain expert level knowledge on all partner products and promotions
• Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Demonstrate a positive work ethic and commitment to achieve the best possible outcomes
• Manage and supervise CSRs
• Collaborate with other departments within the organization (HR, IT, etc) to properly resolve issues
• Use critical thinking to develop solutions to improve business performance and partner success
• Act as a role model and exemplify our 10 Things (cultural values)
• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings
• Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Motivate teams through relationship building and real-time coaching
• Develop incentive programs to motivate CSRs to achieve desired outcomes

Requirements

As Team Lead, You Have…

• The ability to type 30 WPM with accuracy
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Experience dealing with escalated issues in a contact center capacity
• High school diploma or equivalent (required)
• The ability to work a variety of shifts, including days, evenings and holidays
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
• Some post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered)
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner

Ready to apply? Submit your application and one of our recruiters will reach out via email/phone/text to learn more about you and connect you to this exciting opportunity!

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, arrest and conviction records, or any other characteristic protected by law. IntouchCX will comply with all local fair chance ordinances.”

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship. Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

U.S Department of Labor Posters

Benefits

Benefits of Working as a Team Lead…

• Competitive salary ranges from $38,000 - $41,000 USD (dependent on experience, certifications, and portfolio)
• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities