West Team Lead - Customer Experience

Job ResponsibilitiesWork 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 activitiesProvide individual development through monitoring/measurement, constructive feedback, coaching, and training and make appropriate recommendations regarding individual career developmentAssists with taking agents’ calls, when business conditions necessitateImproves 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 RequirementsIndustry 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 effectivelyManages 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 equipmentAbility to remain calm and respectful under pressureExceptional customer service expertiseProficiency with the English languageStrong verbal and written communication skillsOrganizational skills and attention to detailFamiliarity with quality assurance and data analysis conceptsExcellent problem-solving skills