The Customer Success Team Lead provides hands-on support to our Customer Support Representatives and Dispatchers with Call Center best practices, processes, and functions. This role is critical in executing our customer initiatives, providing great external customer support, and driving Call Center Management excellence and process improvement. Customer Success Team Leads also ensures that policies and procedures are followed, KPIs are measured, and SLA and KPI targets are met.

• Be welcoming as the first point of contact for all guests
• Communicates with guests, drivers, team members, and other departments in a positive, productive, and efficient manner
• Supports Customer Support Representatives and Dispatchers through mentoring/coaching in their daily tasks/responsibilities to optimize departmental operations and increase knowledge and performance
• Provides guest resolution for all issues/concerns beyond the scope of authority designated to Customer Support Representatives and Dispatchers expediently and professionally, exceeding expectations, and ensuring guest satisfaction promptly
• Supports drivers in basic application troubleshooting
• Coordinates service needs with airport and hotel property personnel
• Develops and documents processes as required
• Monitors performance and initiates corrective action to improve team member performance and team KPIs
• Leads the development of team members in regards to accuracy, consistency, training, and overall departmental standards and policies
• Use company methodology processes, best practices, team input, and personal initiative to ensure KPI and SLA targets are achieved.
• Manages the fair and consistent application of performance management and disciplinary measures as necessary
• Supports the Operations Manager to highlight operational risks and areas for improvement
• Provides workforce management analysis to optimize schedules
• Leads and inspires the team to deliver excellent levels of individual/team performance and customer satisfaction
• Keeps up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Works with the management to identify and deliver positive change and business efficiencies
• Escalates any appropriate problems to management
• Participates in Call Center investigations.
• Committed to quality, continuous improvement, and culture and demonstrates leadership daily.
• Perform other related duties as required.

Required Experience

• Minimum of 5 years' experience within a contact center environment as a Team Leader
• Strong experience with customer service and call center best practices and KPIs
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs and KPI targets
• Ability to work comfortably with all levels of leadership
• Ability to work amongst numerous distractions and take work direction from more than one person and prioritize accordingly
• Excellent analytical and problem-solving skills
• Excellent team player with skills to effectively communicate with a diverse team.
• Coaching and communication skills
• Ability to deal with demanding customers and escalations
• Self-starter with a sense of extreme ownership and displays a commitment to quality and teamwork.