Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The Team Leader - T1 Retail is responsible for leading and motivating a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences within a retail support environment. This role focuses on ensuring efficient operations, agent development, and adherence to quality standards.

Job Responsibilities:**

• Lead, coach, and mentor a team of T1 Retail Customer Service Representatives to meet and exceed key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), quality scores, and adherence.
• Monitor real-time team performance, identify trends, and implement immediate coaching or corrective actions as needed.
• Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to foster agent development and career growth.
• Manage team schedules, attendance, and adherence to company policies and procedures.
• Act as an escalation point for complex customer issues, providing effective resolution and support to agents.
• Analyze team performance data, generate reports, and present insights to management regarding operational efficiency and areas for improvement.
• Collaborate with other team leaders and departments to ensure consistent service delivery and best practices.
• Facilitate team meetings, huddles, and training sessions to disseminate information, reinforce policies, and enhance agent skills.
• Ensure compliance with all client and company specific policies, procedures, and security protocols.
• Motivate and engage team members through recognition, incentives, and a positive work environment.

Job Qualifications:**

• Minimum of 2 years of experience in a customer service environment, preferably within a retail or telecommunications industry.
• Minimum of 1 year of experience in a team lead or supervisory role.
• Excellent communication skills, both verbal and written, with the ability to articulate complex information clearly and concisely.
• Strong leadership, coaching, and motivational skills with a proven ability to develop and empower teams.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• High school diploma or equivalent; a college degree is a plus.
• Demonstrated commitment to providing excellent customer service.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!