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Employment Type:
Full time
Job Category:
Customer Service
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Customer Service Team Lead (Residential)
SMS Assist | Chicago, Illinois
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Job Description


The Operations Team Lead is a senior member of the Customer Service Operations team responsible for ensuring effective and quality team performance by the Operations Specialists reporting to them and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise on the use of the One by SMS Assist technology platform. This role is a first point of entry into a management role in the Customer Service career track.


Manage and Develop Customer Service Representatives:

* Train, develop and manage their respective team and its members.
* Carry out daily performance management of all the Operation Specialists in the team.
* Monitor and ensure that their team is compliant with the guidelines of the SMS Employee Handbook and departmental requirements.
* Serve as the main point of contact for ensuring Operation Specialists adhere to proper time and attendance and scheduling/overtime regulations and procedures.
* Collaborate with their own, and the broader Operation Specialist teams, to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.
* Consistently communicate strategic initiatives of the department to front line Operation Specialists, including reasoning and justification for such initiatives

Internal and External Relationship Building:

* Play a key relationship building role both as an internal liaison between Operation Specialists and other departments and as a key contact for external customers and vendors in case of any escalation.
* Facilitate any necessary information with their Operations and Site Directors.
* Communicate any process or performance concerns to Managers on a timely basis.
* Effectively communicate and collaborate internally with the Service Delivery and QA teams, and act on feedback accordingly.

Technical Expertise:

* Use expertise in the scope of work for clients within their area to ensure their team's understanding of the scope of work.
* Train others on the company's systems and processes.
* Provide Management Information data as required


* Fosters a positive team environment
* Acts as a role model for professional behavior and performance at all times
* Ensures confidentiality of internal and external data
* Performs ad-hoc projects and other duties as assigned

Professional Skills

* Customer Service - PROFICIENT
* Verbal Communication - PROFICIENT
* Written Communication - PROFICIENT
* Teamwork - PROFICIENT
* Relationships - PROFICIENT
* Organizational Awareness - PROFICIENT
* Learning Agility - PROFICIENT
* Analysis - PROFICIENT
* Problem Solving - PROFICIENT
* Process Orientation - PROFICIENT
* Prioritization - PROFICIENT

Role Specific Skills

* Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
* Previous experience (> 4 years) in customer service call center environment required
* Previous team leader experience preferable
* One by SMS Assist knowledge and proficiency

People Management Skills

* Proficient in basic people management processes
* Proficient in leading a small team on a day to day basis, within a broader organization


Minimum Qualifications

* Education Level - Undergraduate degree / internship

Other Relevant Qualifications


Please 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, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

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