Experienced Temporary Team Leader of Customer Experience – Remote Office Operations

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we want to hear from you! arenaflex is urgently hiring a Temporary Team Leader of Customer Experience to join our innovative remote office team. As a key member of our team, you will play a critical role in driving success and exceeding client expectations.

About arenaflex

arenaflex is a global leader in digital business services, dedicated to helping the world's best brands streamline their business in meaningful and sustainable ways. With a global scale and local presence, we are a force for good in supporting our communities, clients, and the environment. Our mission is to provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.

Benefits of Working with arenaflex

* Paid Training

• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

Purpose of the Position

As a Temporary Team Leader of Customer Experience, you will be responsible for developing, implementing, assessing, and improving day-to-day operations of our inbound call center to meet and exceed all aspects of client needs and requirements. This is a temporary position that will end by or before May 1, 2025.

Key Responsibilities

* Ensure daily performance metrics are being met or exceeded, i.e., quality, service level, and schedule adherence metrics

• 80% of your day will consist of coaching and educating agents on how to improve their performance
• Create an environment focusing on fun, enthusiasm, and accountability
• Take initiative and show leadership by creating performance improvement plans
• Administer coaching and disciplinary action when appropriate
• Handle both internal and client-led performance discussions
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to, including but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Working with training and other management staff to improve quality and efficiency of Escalations team
• Handle inbound escalations
• Provide excellent customer service to all subscribers and fellow representatives
• Demonstrate a positive and helpful attitude to all subscribers and fellow representatives
• Demonstrate advanced knowledge of Client products
• Understand, Organize, and Train new information to internal representatives for educational and informative purposes
• Assists in identifying trends in call handling and customer-related issues for feedback
• Performs other related duties and assignments as required

Qualifications

* Must be able to work remotely

• Must be flexible and able to work nights and weekends
• Must have at least 6 months experience as a supervisor
• Must be willing to contribute new/innovation
• Exceptional attendance, strong understanding of program requirements, history of meeting and exceeding performance expectations
• Must be dependable and have passion to help and assist team members on becoming successful in reaching full potential
• Flexible on hours, willing to complete and certify onboarding program and be the Best Provider for the client!
• Will be responsible for running a team of advocates and the day-to-day operations of their coaching and development
• Ability to work under pressure, plan, meet deadlines, and be accountable for the performance of others
• Track record of sustained high-level success
• 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
• Must have a keen sense of attention to detail
• Skilled in determining 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
• Must have availability to work various shifts influenced by current business needs

Why Join arenaflex?

* We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued

• We believe that when employees are happy and healthy, they are more productive, creative, and engaged
• We provide a workplace that is conducive to happiness and a healthy work-life balance
• We are an Equal Opportunity Employer

Are You the One We're Looking For?

If you believe you have what it takes to excel in this role, submit your application without delay. We are keen to hear from talented candidates like you. Apply To This Job Apply for this job