Company Vision:

We will provide a Full Commerce Solution

We will be World-Class at Every Service we offer

We will engage with our clients as a Strategic Partner

Contact Center Team Lead

The Team Lead assists with the day-to day supervision of customer service representatives; they are held accountable for ensuring all customer calls are handled promptly, correctly, and professionally. Works with customers, team members, and Account Managers to serve as a driving force to help achieve "best in class" service levels by helping to identify areas of improvement and assist in implementing new methods for providing effective solutions. Responsible for ensuring tasks set forth by the Supervisor are met in order to achieve team objectives and goals. Monitors customer service calls to observe employee demeanor, technical accuracy, and conformity to company policy and procedures. Provides coaching and feedback to agents accordingly.

Responsibilities:

• Maintaining daily service levels
• Ensure associates are adhering to their schedule
• Take calls four hours a day
• Coach and develop associates
• Ensure team's stats are within acceptable levels
• Understand and enforce the call center policy and procedures
• Assist with daily/weekly reports including attendance, adherence, quality and call disposition

Qualifications

• Effective leadership skills (listening/verbal and written communication skills)
• Proficient in Microsoft Office software including Word and Excel
• Ability to speak effectively before groups of customers and/or employees of the company
• Strong interpersonal and organizational skills
• Ability to defuse escalated situations
• Excellent time management skills
• Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively
• Detail orientated - must be able to determine facts, document accurately and concisely
• Ability to multitask, work well under pressure, prioritize and meet deadlines
• Strong decision making and problem solving skills
• Flexibility to work in a 24/7 call center
• Minimum 6 months call center experience
• High School Diploma or equivalent

Preferred Qualifications:

• 1 year call center experience
• Previous management experience
• Familiarity with Avaya and Eddie

GXO is a leading provider of cutting-edge supply chain solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team - energetic, innovative people of all experience levels and talents who make GXO a great place to work.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

GXO adheres to CDC, OSHA and state and local requirements regarding COVID safety. All employees and visitors are expected to comply with GXO policies which are in place to safeguard our employees and customers.

All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug test.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. Review GXO's candidate privacy statement here.