Team Performance Leader - Customer Experience

Job Summary
The Team Performance Leader is responsible for monitoring, supporting, and coaching their team of Customer Experience Specialists. They work closely with the Manager of Customer Experience, partner with the other Team Performance Leads to achieve individual, team, departmental and company objectives.
Essential Functions

• Communicate goals and deadlines to team members.
• Act as a mentor to new employees and provide structured training on Eclipse/Solar, products, policy and procedures, etc.
• Implement support plans for overall department operations to meet service level objectives, quality goals, and management of day-to-day order processing.
• Serve as the first point of escalation for service-related issues and pursue and resolve customer complaints.
• Provide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career development.
• With Manager oversight, conduct annual performance review, and facilitate appropriate performance management
• Work closely with the Manager of Customer Experience to identify and meet key metrics.
• Proactively seek improvements that increase productivity, quality, and staff effectiveness.

Competencies

• Strong organizational, prioritization and delegation skills.
• Proven ability to communicate expectations, assignments and responsibilities clearly and professionally.
• Prior experience in a customer service function or environment strongly preferred.
• Possess excellent written and verbal communication skills and the ability to effectively collaborate across all levels of the PIP organization.
• Superior interpersonal skills and ability to resolve conflict effectively.
• Proven problem-solving skills.

Education & Experience

• Bachelor's degree in business or related discipline.
• 1 to 3 years of relevant experience, preferably in a customer service or customer facing role.

Physical Demands & Work Environment

• Must be able and comfortable sitting and using a computer for extended periods of time.