POSITION SUMMARY
The Customer Service III Team Lead for Optima Tax Relief, LLC (Optima) is located in the Santa Ana, California office and reports to the Customer Service Manager. This role must lead its team by example, providing guidance to the Customer Service III team to achieve high-level performance and inspire personal development and growth with Optima employees. This will require thorough knowledge of the department system, process, and protocols as well as demand strong work ethic that models Optima values. As a Team Lead, this role will review calls, provide coaching, complete monthly performance scorecards, and handle escalation calls while collaborating effectively with various departments to de-escalate client issues and provide timely responses. Team Leads must also champion Optimas culture and Core Values and help lead the department to deliver the best customer experience.
ESSENTIAL DUTIES & RESPONSIBILITIES
The essential functions include, but are not limited to the following:
- Complete monthly performance scorecards and conduct one-on-one monthly meeting sessions with direct reports to ensure the team is delivering services in accordance to the companys requirements.
- Develop and administer coaching and counseling as needed regarding attendance, performance to KPIs and adherence to company policies and procedures.
- Timely respond to all escalated emails or calls in accordance with Optima's work protocols.
- Manage employee time-off requests and timecard approvals.
- Review and evaluate calls or returns and provide feedback regularly.
- Provide guidance and resources to assist team members in resolving routine and complex issues.
- Handle escalation calls and tickets while collaborating effectively with various departments to de-escalate client issues and provide timely responses.
- Monitor call queues and agent activity to ensure adherence to schedules and service levels are being met.
- Manage projects, Team Tickets and Pipelines while assuring they are addressed within Service Level Agreement and deadlines are met; includes suggesting improvements to enhance the department's performance and/or procedures.
- Promote a positive work culture to maintain high energy, morale, and continuous motivation.
- Thorough knowledge of department processes and protocols.
- Assist in conducting monthly Team Meetings and interviews to help fill open positions.
- Actively participates in Optima culture events and activities.
- Other duties as assigned.
In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need