Experienced Full Stack Team Leader of Customer Experience – Temporary Position

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a global, digital business services company, we deliver cutting-edge, digitally powered services to help the world's top brands streamline their operations and drive meaningful growth. With over 410,000 passionate and inspired team members speaking more than 300 languages, our global scale and local presence enable us to make a positive impact in our communities, with our clients, and on the environment. As a temporary Team Leader of Customer Experience at arenaflex, you'll play a vital role in developing, implementing, assessing, and improving the day-to-day operations of our inbound call center. Your primary objective will be to meet and exceed all aspects of client needs and requirements, adhering to our policies and procedures. This temporary position will conclude by or before May 1, 2025.

About arenaflex

arenaflex is a global leader in digital business services, dedicated to helping top brands achieve their goals through innovative, customer-centric solutions. Our commitment to excellence, diversity, and inclusion has earned us a reputation as a trusted partner in the industry. We're proud to offer a dynamic work environment that fosters growth, creativity, and collaboration.

Benefits of Working with arenaflex

As a valued member of our team, you'll enjoy a range of benefits, including:

• Paid Training to help you develop your skills and expertise
• Competitive Wages that reflect your value to our organization
• Comprehensive Benefits Package, including Medical, Dental, Vision, 401k, and more
• Paid Time Off to recharge and pursue your passions
• Employee Wellness and Engagement Program to support your physical and mental well-being

Responsibilities

As a temporary Team Leader of Customer Experience, your key responsibilities will include:

• Ensuring daily performance metrics are met or exceeded, focusing on quality, service level, and schedule adherence
• Coaching and educating agents on how to improve their performance, with a focus on fun, enthusiasm, and accountability
• Creating an environment that fosters teamwork, collaboration, and a positive work culture
• Taking initiative and demonstrating leadership by developing performance improvement plans and administering coaching and disciplinary action when necessary
• Handling internal and client-led performance discussions, as well as other related duties and assignments as required
• Ensuring all policies and procedures are adhered to, including Security, HR, Operations, and more
• Working with training and other management staff to improve quality and efficiency of Escalations team
• Handling inbound escalations and providing excellent customer service to all subscribers and fellow representatives
• Demonstrating a positive and helpful attitude to all subscribers and fellow representatives
• Demonstrating advanced knowledge of Client products and understanding, organizing, and training new information to internal representatives
• Assisting in identifying trends in call handling and customer-related issues for feedback
• Thriving as a team player in a fast-paced, high-energy, change-oriented environment

Qualifications

To succeed in this role, you'll need:

• At least 6 months of experience as a supervisor
• Ability to work remotely and be flexible with your schedule, including nights and weekends
• Exceptional attendance, strong understanding of program requirements, and a history of meeting and exceeding performance expectations
• Dependability, passion for helping and assisting team members, and a willingness to contribute new ideas and innovations
• Ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others
• Track record of sustained high-level success and ability to achieve and maintain extreme calibration at all levels within a team
• Solid organizational, administrative, leadership, and time management skills
• Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
• Keen sense of attention to detail and ability to determine why and how tasks should be attempted and their effective completion
• Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
• Excellent written and verbal communication skills consistent with North American business standards
• Availability to work various shifts influenced by current business needs

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that's conducive to happiness and a healthy work-life balance. We believe that when employees are happy and healthy, they're more productive, creative, and engaged. We're dedicated to providing a culture of inclusion and diversity, where everyone feels welcome and valued. Join our arenaflex family and become part of a dynamic team that's passionate about making a difference.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer, committed to diversity and inclusion in all aspects of our business.

Apply Now

If you're a motivated and experienced leader looking for a temporary opportunity to make a real impact, apply now to join our arenaflex team as a temporary Team Leader of Customer Experience. Apply for this job