JOB TITLE: Customer Service Team Lead
DEPARTMENT: Customer Service
LOCATION: Bristol, PA
REPORTS TO TITLE: Sr. Manager, Customer Operations
SCOPE OF POSITION
Under the direction of the Senior Manager of Customer Operations, this position is responsible for leading, coaching, developing, directing, and guiding the Call Center operations. This includes managing inbound activities such as order taking, suggestive selling, upselling, and efficiently resolving customer service issues. Duties encompass scheduling, hiring, monitoring, and executing key performance indicators, quality assurance, and employee development. The role also involves managing quality monitoring programs to ensure the highest level of customer experience in the Customer Service area.
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This position is responsible for up to 10 direct reports.
RESPONSIBILITIES:
MUST REQUIREMENTS:
PREFERRED REQUIREMENTS:
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