Mgr-Customer Service-U

Customer Service Team Leader

Provide leadership to a customer service team, which may include both team leads and service professionals. Be responsible for implementing and maintaining appropriate policies and procedures to ensure delivery of high quality service within their team. Assist in planning for adequate staff levels and provide general work direction and team development / coaching. May lead client service projects or initiatives. Be accountable for meeting client service and accuracy standards / metrics.

Key responsibilities include serving as a key resource for internal partners on customer service projects and initiatives. Provide leadership in resolution of complex and high-priority service issues, as escalated from the team, to effectively ensure prompt and accurate resolution and client satisfaction. Take key responsibility for auditing and other quality assurance methods to ensure that the team meets or exceeds all accuracy, processing, and quality metrics and standards. Provide leadership and support for team on all levels of processes and procedures as well as client service standards and techniques in key priorities. Mentor and coach other leaders in team development and process knowledge, including approval and coaching on employee issues and managing involvement in cross-functional teams. Provide leadership and coaching for direct reports by modeling appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings. Ensure incorporation of enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities.

Required qualifications include a high school or GED and 5-7 years of relevant experience. Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience. Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques and applicable regulations. Proven ability to work effectively with internal and external partners at all levels. Demonstrated people leadership experience. Strong communication skills, including ability to explain complex issues in an understandable manner. Demonstrated ability to prioritize work and deliver business results.