Contact Center Team Lead

Job Summary:Responsible for providing high level customer care for our Customers, Shippers, FragilePAK Certified Partners, Consignees, and other departments within the organization. Assist in leading the team and providing direction, educating and coaching team members, and resolving escalations. Monitoring quality to ensure we are providing the expected level of Customer Service. This team member needs a heightened sense of urgency as problem solving is a critical duty of Customer Care.Summary of Essential Job Functions:Must be knowledgeable and able to perform all functions performed by the customer care team.Assist in educating and coaching team membersAssist in overflow emails and calls to help maintain the SLAAddress Escalated Calls and Emails – 2nd tier of Escalation before going to the managerProblem solving on escalations, complaints or problemsAssist with shift coverage as neededOversee and assess the team and provide them with regular performance-related feedback.Monitor the daily activities of the team.Monitor inbound calls and staff availability using the supervisor screen and dashboards in Five 9to achieve SLA goalsMonitor Zendesk Queues to ensure SLA goals are metMaintain and update documentation pertaining to Customer Care activities and training materials for new processes updates and upload the information to our Google DriveAssist with group chat as neededQuality control and evaluations on emails and calls with coaching as needed.Publish and share statistics related to call and email performance and achievement of SLA goals, state management, order entry, Catamaran usage and other metrics as requiredFollow up on all customer inquiries and complaints within a timely manner of the issue being reported. Complete follow up emails and provide updates to customers as needed.Adhere to company policy on handling of confidential information, use of computers, etc.Any other task as requested by Customer Care Manager or the Senior VP of Customer CareRequirements: High School Diploma or GED required; Associates degree preferred or relevant work experience preferred (3-4years) - College Degree preferred (preferred)Knowledge of Microsoft Office Suite / Google DocsAbility to work independently or as part of a team requiredAbility to prioritize multiple tasks simultaneously under time constraints requiredAbility to work in a fast pace environment with frequent interruptionsAbility to communicate effectively with patients and co-workersExcellent written and verbal communication skills requiredMust be able to type at least 45 WPMPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.