About ProSource
At ProSource, we build and manage highly technical distributed teams for some of the most innovative companies in the world. We believe in humanizing the outsourcing industry by finding, attracting, and retaining top talent. Our dynamic workspaces promote creativity, collaboration, and well-being. We leverage smart technologies to ensure our clients and employees thrive in a collaborative, high-performing environment.
Role Overview:
This role is responsible for providing guidance, coaching and career counseling to a team that may comprise of a combination of Fit Stylists and CX Team Leads on an ongoing basis. Mentor all team mates on Customer Service techniques; and, ensure that all team mates receive proper training to meet their role requirements. Work interactively with different teams and convey customer feedback to the rest of the company. Foster our Exceptional Customer Experience by supporting our Quality Program with actionable feedback, best practices and competency development.
Responsible for ensuring payroll/timecard accuracy and completing payroll timecard reviews and adjustments on time, every time. Partners with Workforce Management to optimize schedule adherence and contribute to meeting and/or exceeding Service Level Agreements (SLAs).
Excellent communication and interpersonal skills are important in order to effectively work with internal groups and external customers. Must ensure that team mates clearly understand policies, procedures, product knowledge and can effectively convey that information to our customers.
Key Responsibilities:
- Provide guidance, coaching and career counseling via regularly scheduled 1:1's.
- Provide coaching that results in performance improvement and/or meeting/exceeding performance expectations.
- Act as an Escalation Point for customers and work on the most difficult tickets in cooperation with various internal groups.
- Utilize escalations as opportunities to further educate team mates on how to effectively handle difficult customer situations.
- Work with team mates to resolve or properly close all tickets.
- Document expectations, coaching sessions and general performance.
- Write Performance Improvement Plans and conduct meetings to deliver corrective action.
- Ensure documentation is up to date and/or provide feedback for updates to the appropriate team.
- Manage staff assignments and achieve service level targets.
- Perform weekly Quality audits for team members.
- Collaborate cross-functionally to ensure CX and Operations success and solve problems
- Become proficient in tools related to Operations, Order Management, CX Real Time Management, etc.
- Communicate customer feedback and CX contact reporting to appropriate teams in any/all locations.
- Work with the Operations Team to improve upon current service delivery performance.
- Assist with hiring and termination of team members.
- Foster a work environment that embodies our Thirdlove values and culture by modeling the Thirdlove voice and tone in order to convey our brand and personality.
- As assigned, support Special Teams (such as CX-Ops, Social, etc.), including successfully executing on tactical objectives that accomplish the business strategies of the group.
- Perform other duties and projects as assigned
Qualifications:
- 3+ years as Supervisor or Lead is preferred; two years experience is required.
- 3+ years working in customer service and/or sales in a contact center environment is preferred.
- Proficient PC Skills, including proficiency in Office and/or Google Docs/Sheets
- Learns new skills and ideas rapidly in an unstructured training environment; quickly adjusts his/her thinking to assimilate new information
Schedule:
- Saturday to Wednesday, 1am to 10am PHT
What's in it for you
- Highly competitive salary
- HMO coverage from Day 1 + 2 free dependents upon regularization
- Enjoy a fully remote setup with all the tools you need
- Full-time role with excellent perks and benefits
Ready to take the next step Apply now and be part of our team!
