Team Lead (Supervisor)

Orlando, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Exact $20.00

Work Schedule

Day Shifts

Benefits

Medical insurance

Vision Insurance

Dental Insurance

Paid Time Off

sick leave

Career growth opportunities

Job Description

IntouchCX is a global leader specializing in customer experience management, digital engagement, and AI and automation solutions. Founded over 20 years ago, IntouchCX has earned a reputation as a disruptive industry innovator by focusing on building trusted long-term relationships with its brand partners and empowering its employees to drive meaningful change. The company's approach centers on curiosity, creativity, and innovation, ensuring exceptional results for clients through a commitment to customer-centric strategies and cutting-edge technology. IntouchCX operates worldwide, servicing a diverse portfolio of brands and industries, and is recognized for its dedication to evolving alongside the rapidly changing landscape of customer engagement technology. Their company culture emphasizes collaboration, continuous learning, and fostering an inclusive environment where every employee can thrive and contribute towards shared success.

The Team Lead (Supervisor) role at IntouchCX is a pivotal front-line leadership position responsible for guiding a team of Customer Service Representatives (CSRs) to consistently deliver high-quality service. This role demands a deep understanding of partner brands, philosophies, products, promotions, and operational processes to ensure that every customer interaction reflects the partner's standards and values. Team Leads are also entrusted with fostering professional and personal growth among team members through evaluations, training, and career path development. Operating within a fast-paced, entrepreneurial setting, Team Leads at IntouchCX work closely with various departments such as HR and IT to resolve issues and improve operational efficiency. They manage performance metrics including Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) while leveraging data analytics and critical thinking to identify root causes for underperformance and implement effective solutions. Motivating the team through relationship building, real-time coaching, and incentive programs is a key responsibility. This position requires an individual who exemplifies the company’s cultural values, demonstrates a strong work ethic, and strives to achieve optimal outcomes. The role also involves scheduling coordination in collaboration with Operations Support and Workforce Management teams. IntouchCX is an equal opportunity employer dedicated to providing reasonable accommodations and fostering a diverse workforce. The role typically offers competitive compensation, alongside a variety of benefits, and promotes significant career advancement opportunities within the company.

Job Requirements

High school diploma or equivalent
Some post-secondary education or completion of a post-secondary degree with a major in Business or equivalent experience
1-2 years of experience in contact center/customer service industry
At least 1 year experience in a Team Lead/Supervisory role
Experience handling escalated issues in a contact center
Ability to type 30 WPM with accuracy
Basic knowledge of Google Suite
Proficient in spreadsheet applications for reporting
Strong time management and organizational skills
Ability to work independently and as part of a team
Flexibility to work various shifts, including days, evenings, and holidays

Job Qualifications

High school diploma or equivalent
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)
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
Experience dealing with escalated issues in a contact center capacity
The ability to type 30 WPM with accuracy
Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset
The ability to use spreadsheet applications to maintain and develop operational reporting
Exceptional time management, organizational and prioritization skills to complete work in a timely manner
Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
The ability to work a variety of shifts, including days, evenings and holidays

Job Duties

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