Customer Service Team Lead - Remote Job

Our Company is an online and mobile food ordering company located in Illinois, US. We provide an online ordering system and service to restaurants and allow customers to order directly from thousands of restaurants across the country.

Customer support team is looking for a Customer Support Assistant Manager. The position is home based and will work online with other customer service members. The main purpose of the position is to manage customer support team quality, provide balanced feedback to management and train new and existing customer service representatives, to ensure that they receive the necessary knowledge and skills to perform their job in conjunction with company’s Mission, Quality Policy and Objectives.

We are looking for a self-motivated individual with strong problem solving skills and the ability to provide fair and accurate analysis of communications between customer support team and customers. This position will interact with all levels from customer support team members, to managers, to executive Upgrade to see actual info requires a high level of professionalism and the ability to operate with a high level of discretion and confidentially.

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Roles & Responsibilities:

This is a 40-50 hour a week opportunity that pays hourly based on experience and performance.

- Assist managers in managing call volumes
- Manage agents remotely across different time zones and monitor agent’s productivity
- Arrange last-minute schedule changes and function as a work force analyst to identify scheduling problems
- Work with customer service managers to identify training trends and develop new programs necessary for company growth
- Responsible for recruiting and interviewing quality remote workers to join the team, as well as making sure these new employees transition as smoothly as possible into their jobs
- We are a US base company. Long term opportunity, work with company’s needs. We are looking for individuals who can work evening shifts as well as weekends and holidays if needed.

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Requirements & Qualifications:

- Minimum of 3 years experience in managing a team of 10-15 heads
- 3-5 years management experience in Customer Service on a BPO set-up
- Good judgement and strong decision making skills
- Must be able to work with a high level of professionalism and discretion
- Goal oriented and results driven

Please answer the following questions when you apply:

1. How do you control the quality of on agent’s performance who works for you online?
2. How do you prevent valuable agents from resigning or leaving the team?

Please also include your resume when you apply. Thank you for your interest.