Customer Experience Team Lead

2 days, 1 hour ago
Full-time
Senior
Customer and Technical Support
Pathward

Pathward

Pathward is a federally registered financial institution that enhances financial inclusion by offering a robust banking infrastructure and a variety of financial solutions to support businesses in accessing the necessary funds for growth.

Diversified Financial Services
251-1K
Founded 1954

Description

  • Motivate and coach call center team to achieve performance goals and standards.
  • Support, develop, and provide ongoing feedback to a group of employees using varied coaching styles and techniques.
  • Monitor calls and the call center floor to assess employee demeanor, call quality, and conformity to company policies and procedures.
  • Supervise agents, including training, setting goals, evaluating performance, and resolving employee-related issues.
  • Provide exceptional customer service and take end-to-end ownership of customer issues until resolution.
  • Consistently monitor team performance to proactively identify problems and engage appropriate parties to resolve them.
  • Analyze trends and assist in creating action plans to address performance or quality gaps.
  • Facilitate daily meetings and provide updates to seasonal employees and participate in recruiting and calibration sessions.
  • Alert leadership to customer issues or staff incidents and adapt to unanticipated events and varying shifts.

Requirements

  • High school diploma or equivalent.
  • 6+ years of related experience.
  • Proficient verbal and written communication skills.
  • Strong customer service skills and ability to work in a busy, high-stress environment.
  • Bilingual candidates desired.
  • Experience supervising, training, coaching, and evaluating call center or service center staff.
  • Ability to run and interpret reports and use monitoring tools to assess performance.
  • Ability to analyze trends and develop corrective action plans.
  • Flexibility to work varying shifts and respond to unanticipated events.

Benefits

  • Hourly salary range $24.00 – $40.30 (new hire target range).
  • Eligible for an annual performance-based incentive opportunity.
  • Comprehensive benefits package including health insurance.
  • 401(k) retirement benefits.
  • Life insurance and disability benefits.
  • Paid time off.
  • Hybrid/remote-office work model with onsite locations in multiple U.S. cities.

Interested in this position?

Apply directly on the company website

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