Customer Interaction Team Lead

The Team Lead will be responsible for steering team members and creating an environment that inspires and motivates all to work together with the goal of creating a culture that enables team members to achieve beyond expectations. The Team Lead must have a passion for delivering exceptional customer service and a strong commitment in leading teams to exceptional performance.

Role Responsibilities:

Main responsibility – 70%

Essential Responsibilities:

• Manage the daily operations of a contact center team

• Supervise an assigned team of Customer Interaction Agents to achieve Brand identified targets

• Lead, mentor and coach teams to exceptional performance

• Work closely with WFM and Customer Experience Development teams

• Ensure that all customer expectations are exceeded

• Evaluate and execute appropriate actions to improve or recognize employee performance

• Create a fun, friendly, and approachable team environment

• Deliver on the Brand’s Mission, Vision, and Strategic Goals

• Support Personnel in accordance to Brand Standards

• Communicate new or revised Brand programs, product information, and proposed organizational strategies to enable Agents to deliver outstanding customer service consistent with Brand expectations

• Handle the escalated customer calls

• Participate in all Brand and product launch training

• Conduct regular meetings with Porsche leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving our customers and achieve both Call Center and Brand expectations

• Be an early warning system by focusing attention on customer complaints, and reporting data

• Demonstrate value to support business goals and objectives of Brand

• Manage large-scale projects including new business, modifying/developing and implementations of new center technologies

Additional responsibilities – 20%

• Participate in planning and implementing departmental goals and objectives

• Contribute to process improvement and efficiency initiatives.

• Identify training needs and help develop team training programs.

• Cross functional collaboration

• Mentorship and Development

Additional responsibilities – 10%

• Reporting

• Ensure team compliance with company policies and legal/regulatory requirements.

Qualifications:

Years of Relevant Experience:

• 2-4 years of experience in managing people and/or processes
• 2-4 years of customer service

Education – Required:

• HS Diploma or Equivalent

Education – Desired:

• Bachelor’s Degree

Skills:

• Ability to work in a fast-paced, customer-focused call center

• Demonstrate strong customer experience skills

• Ability to supervise a team of individuals with differing levels of skill and enable them to achieve performance and quality standards

• Ability to identify operational opportunities for continuous improvement

• Ability to display initiative and offer solutions to enhance team’s performance

• Ability to interact with employees regarding personnel / performance issues

• Ability to handle personnel issues with professionalism and maturity

• Display strong interpersonal skills

• Excellent verbal and written communication skills

• Demonstrate strong organizational and business decision-making skills

• Ability to multi-task and have strong attention to detail

• Ability to manage multiple projects while maintaining leadership responsibilities

• Strong Windows/PC, typing skills, Excel, PowerPoint

Specialized Skills – Required:

• Fluent Spanish and English required

Specialized Skills – Desired:

• Previous experience with the following is desired but not required:
• Experience with a Luxury Brand
• Customer Relationship Management (CRM)
• Automotive experience (call center, dealership)
• Hospitality experience

Work Flexibility:

• Must be available to work Monday through Friday, 8am – 9pm.

Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.

Source ⇲