Team Lead Contact Center Ops
hace 4 semanas
At SpotOn, we're helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions.
Recently, SpotOn has:
- Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)
- Earned awards for Great Places to Work and Built In's Best Places to Work
- Earned award for Inc's Fastest Growing Company in 2023
- Rated the top-rated point-of-sale (POS) for Restaurants, Bars, Retail, and Small Business by Capterra users
- Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more.
This year, we're going even bigger—caring hard and moving fast down the path of high growth and positive impact.
That's where you come in.
**Main duties**
- Provide coaching, mentoring, and training to team members to ensure they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
- Reallocate & assign Salesforce cases to agents as needed.
- Monitor Pod's business performance, as you will be held accountable for the SLA's, AHT, and KPI's.
- Real-time agent call listening and call screen flagging to QA for analysis.
- Follow up and ensure that agents take re-training courses recommended by QA.
- Call handling during outages or staff shortages as well as call escalations.
- Collaborate with other teams, such as training, quality assurance, and workforce management to ensure consistent and effective customer service delivery.
- Conduct regular team meetings and provide updates on company policies, procedures, and product updates.
- Provide agent performance kudos & disciplinary action recommendations to Client Experience Manager.
- Provide feedback & visibility to Manager into daily field operations by identifying trends and potential opportunities for improvement.
- Promote collaborative culture within assigned pod (agent ambassador).
- Exposure & limited participation in disciplinary action meetings.
- Submit Help Desk requests (Password Resets, Hardware / Software Requests, etc.).
- Perform other duties as assigned by Client Experience Manager.
**Skills & knowledge**
- Supervisory Skills: Ability to understand the importance of the position, as well as to communicate instructions with ease which must be oriented to the fulfillment of the established objectives.
- Flexibility: Ability to adapt to different and varied situations, as the operation changes.
- Analytical thinking and problem solving: Ability to section a situation, establishing cause-effect relationships and recognizing its possible consequences.
- Crisis management: Ability to identify and manage situations of pressure, contingency, crisis, among others, without sacrificing the effectiveness of operations.
- Effective communication: Ability to exchange ideas with others through active listening, as well as to inform through a fluent and clear language to customers and collaborators.
- Service orientation: Willingness to be helpful to customers and colleagues; working as part of a team, asking for help on occasion and collaborating to achieve objectives.
- Results oriented with quality: In order to channel efforts to meet and exceed results, in a timely manner, prioritizing multiple tasks in a high demand environment, demonstrating professionalism.
**PREVIOUS EXPERIENCE REQUIRED**
- Minimum one year of experience using a POS (Point of Sale) software in the service industry.
- Minimum one year working in a call center, customer support, or related field.
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack, desirable.
- Minimum of one year of prior experience with SpotOn, desirable.
- Minimum of six months within current department, desirable.
**EDUCATION / PROFESSIONAL TRAINING REQUIRED**
- High School Diploma.
**LANGUAGES AND LEVEL OF PROFICIENCY**
- Spanish - Native or as a second language.
- English - Native, Advanced Cambridge Level C1 or C2.
- Excellent written English skills.
SpotOn is an e-verify company.
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