Supervisory Team Lead - Enterprise Justice
Supervisory Team Lead - Enterprise Justice
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Job Description
Description
In collaboration with the Support Manager the Supervisory Team Lead oversees a team of support specialists ensuring the delivery of exceptional customer service while meeting departmental goals. The ideal candidate will combine technical expertise with strong leadership abilities and outstanding customer service skills.
Responsibilities
Track key performance indicators (staffing efficiency volume response times and resolution rates) and implement adjustments to ensure exceptional client satisfaction.
Develop and implement comprehensive coaching training and performance review programs that include real-time feedback one-on-one sessions and group workshops.
Prepare and present weekly monthly and quarterly performance reports detailing team performance customer issues and support trends to guide business decisions.
Serve as the primary escalation point for complex client issues proactively monitor customer feedback and negotiate solutions that adhere to company policies.
Use survey feedback and direct client interactions to improve support strategies and continuously improve client satisfaction.
Delegate tasks effectively monitor daily activity and ensure timely follow-up and closure of support issues.
Assume additional responsibilities as needed demonstrating flexibility and commitment to departmental and organizational success.
Qualifications
BS/BA degree in related field or equivalent experience is required.
3 to 5 years of experience in customer service or technical support is preferred.
1 years in a leadership or team lead role is ideal. This includes having managed teams directly handled escalated issues and been responsible for coaching and development of team members.
Experience in monitoring performance metrics conducting data analysis and generating reports to drive strategic improvements.
A proven track record of resolving escalated client issues.
Proven ability to assess current processes identify gaps and implement solutions that align with company policies while ensuring exceptional customer satisfaction.
Strong written and verbal communication skills are essential for engaging with both team members and customers.
Proficiency in conveying clear instructions and delivering effective coaching sessions to build a client-centric culture.
Familiarity with CRM platforms and data analysis tools (e.g. Excel BI software) to produce actionable reports that support decision-making.
Analytical abilities paired with creative problem-solving skills to address unique customer challenges.
Experience in conflict resolution and ability to make data-informed decisions.
A positive professional and team-oriented leader.
Strong desire to motivate and manage a team of support professionals.
Required Experience:
Manager
Employment Type
Full Time
