One Inc · 1 day ago
Customer Service, Team Lead
United States
Full-time
Remote
Entry, Mid Level
1+ years expOne Inc is seeking a Customer Service Team Lead to oversee a team of Customer Service Agents/Representatives. The role involves providing guidance and training, monitoring team performance, and fostering a positive work environment while ensuring adherence to company policies and procedures.
FinanceFinancial ServicesFinTechInsurTechPayments
Responsibilities
Oversee a team of Customer Service Agents/Representatives, providing guidance and training, utilizing effective coaching skills, and maintaining a day-to-day oversight of the Contact Center
Monitors individual performance for team members and provides timely feedback to ensure their ability to execute all responsibilities and encourage growth
Act as a Subject Matter Expert on Company and Contact Center Policy and Procedures (P&P’s)
Effectively handle Escalated Contacts appropriately with little oversight
Identify and escalate potential people and business concerns timely for resolution
Foster a Positive and Collaborative environment, while also maintaining an engaged and focused attitude in the face of ever-changing goals, focus, and situations within the Center and Company
Lead and Manage team performance in an effective and timely manner to include potential, development opportunities and/or Corrective Action
Develop strong Subject Matter Expertise to ensure team’s understanding of scope of work
Assist in consistently improving team’s product knowledge, performance, and skillset
Coordinates communication between management, QA, and Team Members
Coordinates/monitors daily work adherence to schedules and assignments
Organize daily work to deliver to SLA’s and other important KPI’s/metrics, and maintaining performance records for all agents
Serve as a main point of contact for teams for daily, weekly, monthly, and yearly feedback
Provide input into performance goals process and hiring decisions
Weekly meetings with management to discuss team metrics, development, and update on Employees
Effectively conduct meetings with team members to provide updates on metrics, changes within Center and P&P’s, and general engagement
Provide on-demand support/assistance/coaching to all team members
Demonstrate honesty, integrity, and humility
Additional duties as assigned
Qualification
Required
Minimum of 1-2 years directly managing a team of in person or remote Customer Service Agents/Representatives including coaching, training, performance management and handling disciplinary action when needed
Proven ability in building relationships and managing people and processes effectively
Self-awareness, empathy, and emotional intelligence
Ability to work as a contributing member of a team and individually
Ability to communicate effectively across all levels of the organization
Positive attitude, passion and accountability for people and customer service
Ability to strive in a fast-paced environment and adapt to change
Skilled coach and mentor, able to drive success across team. Ability to work under pressure, manage shifting priorities, and meet deadlines
Demonstrated ability to problem solve and think critically
Organized and focused while also delegating work appropriately
Skilled coach in working with Team Members on Daily, Weekly, Monthly, and Yearly performance
Effective listener, able to use information to execute decisive decisions with integrity and with respect for everyone across all teams
Ability to give and receive all types of feedback to improve both personal and professional performance
Associate degree OR 2+ years relevant experience preferred
Insurance experience is preferred
Experience with MS Office, Google Suite, CRM applications
Call Center or Customer Service experience preferred
Preferred
Bi-lingual a plus
Company
One Inc
We understand how paramount the customer experience is to a carrier's success.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$35.5MKey Investors
Nordic CapitalAVP
2024-03-14Private Equity
2020-02-20Acquired
2017-05-02Private Equity· $15.5M
Leadership Team
Michael Ellis
CFO
Timothy Boyle
Chief Operating Officer
Recent News
2025-10-31
Company data provided by crunchbase