Description

　　Job Title: Customer Service Pod Lead

　　100% onsite

　　Position Type: Contract (2-3 years)

　　Job Overview:

　　As a Customer Service Pod Lead at Peckham Sky Harbor/Compass, you will play a pivotal role in supervising and managing a team of 10-15 Customer Service Representatives (CSRs). Your primary responsibility will be to ensure the seamless operation of the customer service pod, fostering a positive and efficient work environment. The ideal candidate will bring recent experience as a CSR Call Center Supervisor, demonstrating strong leadership skills and a proven track record in customer service excellence.

　　Key Responsibilities:

　　Supervision and Team Management:

　　Lead and supervise a team of 10-15 CSRs, providing guidance, support, and mentorship.

　　Conduct regular performance evaluations and implement improvement plans as needed.

　　Foster a collaborative and positive team culture.

　　Operational Excellence:

　　Ensure the efficient operation of the customer service pod, meeting or exceeding performance metrics.

　　Implement and optimize customer service processes to enhance overall productivity.

　　Training and Development:

　　Conduct ongoing training sessions for CSRs to enhance their skills and knowledge.

　　Identify training needs and coordinate with the training team for continuous improvement.

　　Customer Issue Resolution:

　　Handle escalated customer issues with a focus on resolution and customer satisfaction.

　　Collaborate with cross-functional teams to address complex customer concerns.

　　Reporting and Analysis:

　　Generate and analyze reports on key performance indicators (KPIs) to identify trends and areas for improvement.

　　Provide regular updates and insights to upper management.

　　Requirements

　　Previous experience as a CSR Call Center Supervisor is required.

　　Proven leadership skills with the ability to motivate and guide a team.

　　Strong communication and interpersonal skills.

　　Proficiency in using customer service software and tools.

　　Exceptional problem-solving abilities.

　　Availability to work the specified shift hours at the Sky Harbor/Compass location.

　　How to Apply:

　　Virtual interviews will be conducted next week

　　Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

　　Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

　　All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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