Nav Technologies, Inc.

Customer Care Team Lead

Nav Technologies, Inc.

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $60,000 - $75,000 per year

Job Level

Senior

About the role

  • Provide daily direction, coaching, and communication to a team of customer care specialists, ensuring that customer interactions are handled in a manner that is consistent with Nav’s high standards of service excellence.
  • Track and monitor KPIs, providing regular statistical and performance feedback and coaching to each agent on your assigned team.
  • Establish work procedures and processes that support the company and department standards, procedures, and strategic directives.
  • Assist the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs).
  • Write and administer regular performance reviews.
  • Participate in quality calibration sessions.
  • Ensure employees have appropriate training and other resources to perform their jobs.
  • Coordinate with manager and/or HR to address disciplinary and/or performance issues.
  • Effectively administer improvement/development plans.
  • Conduct regular 1:1s, side-by-sides, and team meetings.
  • Review and score customer interactions (against established quality standards), providing coaching and feedback.
  • Participate in the selection process (interviewing, etc.) for potential employees.
  • Handle escalated customer situations as needed.
  • Create an inspiring team environment with an open communication culture.

Requirements

  • High School Diploma or equivalent required.
  • Two years leadership experience in a customer service or contact center setting.
  • Five years overall experience in a contact center or customer service environment.
  • Experience with contact center tools and systems preferred (e.g., Five9, Salesforce, NICE inContact, Zendesk, Medallia, etc.).
  • Communication skills: Excellent interpersonal skills; ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation, and spelling; ability to effectively present information in meetings.
  • Strong attention to detail with the ability to multi-task and work within a fast-paced environment.
  • High computer literacy; Proficient in Word, Excel, Power Point and Google Docs.
  • Ability to deal with confidential information appropriately.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to organize and effectively prioritize workload.
  • Ability to lead, motivate, and gain "followership."
Benefits
  • Competitive Pay
  • Company Ownership
  • Unlimited Vacation
  • Benefits Day One
  • 6 Weeks Paid Parental Leave
  • Work From Anywhere
  • Flexible Work Arrangements
  • Free Telehealth and Telemental Health For All Employees
  • Employee Networking and Events
  • Community Network Groups (women’s, PRIDE, culture)
  • Meaningful Perks and Rewards
  • Learning and Development Opportunities
  • Pet Insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicecontact center managementperformance reviewsKPI trackingstaffing analysistraining developmentschedulingdisciplinary proceduresquality calibrationproblem-solving
Soft skills
leadershipcommunicationinterpersonal skillsattention to detailmulti-taskingorganizational skillsmotivationcoachingfeedbackconfidentiality
Certifications
High School Diploma