Office Lead in Support team - NJ, full-time, retail

As an Office Lead in the Support team at Whizz, your responsibilities include supervising the customer service representatives, ensuring smooth daily operations, providing training and development, monitoring team performance, handling complex customer concerns, and preparing performance reports for management.

The qualifications for the Office Lead position at Whizz typically include previous experience in customer service, leadership skills, excellent communication abilities, and a strong problem-solving mindset. A passion for fostering team growth is also essential.

Whizz supports the growth of its Office Lead in the Support team through well-defined career paths, ongoing training opportunities, performance feedback, and the potential for salary growth and leadership roles within the organization.

The salary range for the Office Lead position at Whizz is between $19 and $22 per hour, based on skills and experience, along with opportunities for performance-based quarterly bonuses.

As an Office Lead at Whizz, you can expect a collaborative and dynamic work environment where your contributions are valued. The company emphasizes teamwork, professional development, and flexible work-life balance.

To supervise and guide the customer service team effectively, I would implement regular team meetings for open communication, set clear expectations, provide constructive feedback, and foster a supportive environment that encourages team members to share their insights and challenges.

When handling complex customer concerns, I would listen actively to the customer's issue, empathize with their situation, gather relevant information, and work collaboratively with my team to find a prompt and effective resolution, ensuring a positive experience for the customer.

I have significant experience in performance monitoring, where I utilize key metrics to evaluate team performance. I focus on giving constructive feedback during one-on-one sessions and highlight areas for improvement while recognizing successes to motivate the team.

To identify opportunities for process improvement, I gather feedback from team members, analyze customer service metrics, and stay updated on industry best practices. I then present actionable insights to management for potential implementation.

To train a new team member, I would create a structured onboarding plan, pair them with experienced colleagues for shadowing, and provide hands-on training on tools and procedures. Regular check-ins would help gauge their progress and address any concerns.

For effective shift coverage, I use scheduling software to visualize availability, plan for peak times, and ensure coverage during busy periods, while considering team member preferences and availability.

To maintain team morale during challenging situations, I encourage open communication, acknowledge individual and team achievements, organize team-building activities, and ensure that team members feel supported and valued.

I find metrics such as customer satisfaction scores, response times, resolution rates, and customer feedback to be crucial for evaluating customer service performance as they provide a comprehensive view of service quality.

I would approach cross-departmental collaboration through regular communication with other departments, understanding their needs, and sharing insights to develop solutions that enhance the customer experience and improve overall efficiency.

My experience with conflict resolution lies in facilitating discussions between conflicting parties, encouraging open dialogue, and seeking to understand various perspectives to reach a mutually beneficial resolution while preserving team harmony.