Job Openings Customer Happiness Team Lead - JOB00852

About the job Customer Happiness Team Lead - JOB00852

VIDA is looking for a highly motivated Customer Service Supervisor to provide support and guidance to our customers and customer service team members. This position requires experience motivating a team to perform at a high level and meet KPI’s. Proven track record of great communication with both management and agents. Candidate must have patience, good listening skills, and attention to detail. We are looking for someone who can de-escalate customer concerns as well as provide a positive environment for the team. Must be effective with time management and Prioritizing workload. Ability to work as a team to achieve company goals is essential. We are a rapidly growing company that will require you to juggle many tasks, projects, and deadlines at once. You will be developing customer service strategies and managing various programs with the goal of building loyalty among our customers.  You must be comfortable performing a wide variety of tasks and working with multiple systems, teams, and individuals. Behind the scenes, you will be required to demonstrate your abilities for organization, efficiency, creativity and entrepreneurship.  This job will require a full channel of skills and experiences from design to account management to all round customer service tools.

Responsibilities Include:
  • Develop and monitor customer servicing strategies to improve key performance indicators
  • Assign tasks, disseminate information, and process updates to the team members
  • Provide guidance, coaching, and management to members of your team 
  • Manages and oversee the activities of the team, ensuring that each individual performs at the par standards set by the company and client
  • Make full use of the resources available to ensure team effectiveness and efficiency
  • Conduct weekly and quarterly meetings with other departments to review performance on both program and people metrics like attendance, attrition, adherence, over-time, and more
  • Prepares reports on both business and performance for cross-examination with overall metrics for the account and program
  • Handle escalated communications from customer service representatives with professionalism when dealing with complex customer calls, emails, or concerns


Qualifications
  • At least 5 years in relevant customer service experience
  • At least 2 years of managerial experience (overseeing or supporting a team)
  • Ability to work under pressure and in dynamic working conditions
  • Excellent communication skills with strong leadership capabilities and creativity
  • Comfortable to handle phone, chat, and email communications in a professional manner
  • Creative, proactive and out of the box thinker and problem solver
  • Proficient in Windows, Word/Excel
  • Experience with Zendesk is preferred
  • Fluent in English, both verbally as well as written

Position in the Organization
  • Will report directly to the Customer Service Manager


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