Temporary Team Leader of Customer Experience – Driving Exceptional Service Delivery and Team Growth at arenaflex

Introduction to arenaflex arenaflex is a pioneering, global digital business services company that empowers the world's most renowned brands to streamline their operations in meaningful and sustainable ways. With a workforce of over 410,000 passionate individuals speaking more than 300 languages, we pride ourselves on our global scale and local presence, allowing us to make a positive impact on our communities, clients, and the environment. At arenaflex, we are dedicated to fostering an inclusive and diverse culture where our employees feel valued, inspired, and supported, enabling them to bring their best selves to work every day. Job Overview We are seeking an exceptional Temporary Team Leader of Customer Experience to join our dynamic team. As a Temporary Team Leader, you will play a vital role in developing, implementing, assessing, and improving the day-to-day operations of our inbound call center, ensuring that we meet and exceed all aspects of client needs and requirements according to our policies and procedures. This is a temporary position that will conclude by or before May 1, 2025. Key Responsibilities Ensure daily performance metrics are being met or exceeded, including quality, service level, and schedule adherence metrics Dedicate 80% of your time to coaching and educating agents on how to improve their performance, creating a culture of continuous learning and growth Foster an environment that focuses on fun, enthusiasm, and accountability, promoting a positive and productive team dynamic Take initiative and demonstrate leadership by creating performance improvement plans, administering coaching and disciplinary actions when necessary, and handling internal and client-led performance discussions Collaborate with training and other management staff to enhance the quality and efficiency of our Escalations team, ensuring seamless customer experiences Handle inbound escalations, providing exceptional customer service to all subscribers and fellow representatives, and demonstrating a positive and helpful attitude in all interactions Demonstrate advanced knowledge of client products, understanding, organizing, and training new information to internal representatives for educational and informative purposes Assist in identifying trends in call handling and customer-related issues, providing valuable feedback to drive process improvements Thrive as a team player in a fast-paced, high-energy, change-oriented environment, adapting to shifting priorities and deadlines with ease Essential Qualifications Must be able to work remotely, with a reliable internet connection and a dedicated workspace Must be flexible and able to work nights and weekends, accommodating varying shift schedules and business needs Must have at least 6 months of experience as a supervisor, with a proven track record of leadership and team management Must be willing to contribute new and innovative ideas, embracing a culture of continuous improvement and growth Must have exceptional attendance, a strong understanding of program requirements, and a history of meeting and exceeding performance expectations Must be dependable, passionate about helping and assisting team members, and committed to their success and growth Must be flexible with hours, willing to complete and certify our onboarding program, and dedicated to being the best provider for our clients Preferred Qualifications Previous experience in a customer-facing role, with a deep understanding of customer needs and expectations Proven experience in overcoming unexpected difficulties, using logical problem-solving skills, and demonstrating personal ownership of tasks Excellent written and verbal communication skills, consistent with North American business standards, and the ability to articulate complex ideas in a clear and concise manner Solid organizational, administrative, leadership, and time management skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines A track record of sustained high-level success, with a strong ability to achieve and maintain extreme calibration at all levels within a team Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Temporary Team Leader of Customer Experience, you will have access to a range of training and development opportunities, including paid training, certification programs, and mentorship initiatives. You will be part of a dynamic and supportive team, with opportunities to collaborate with experienced professionals, share knowledge and best practices, and contribute to the development of new processes and procedures. Work Environment and Company Culture arenaflex is dedicated to creating a workplace that is conducive to happiness and a healthy work-life balance. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. Our company culture is built on the principles of inclusion, diversity, and respect, where everyone feels welcome and valued. We are committed to providing a positive and supportive work environment, with a range of employee wellness and engagement programs, including paid time off, employee recognition initiatives, and social events. Compensation, Perks, and Benefits As a Temporary Team Leader of Customer Experience at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including competitive wages, full benefits (medical, dental, vision, 401k, and more), paid training, and paid time off. You will also have access to our employee wellness and engagement programs, including employee recognition initiatives, social events, and professional development opportunities. Conclusion If you are a motivated and experienced leader, passionate about delivering exceptional customer experiences and driving team growth, we encourage you to apply for the Temporary Team Leader of Customer Experience role at arenaflex. This is a unique opportunity to join a dynamic and supportive team, contribute to the development of new processes and procedures, and grow your career in a fast-paced and exciting environment. Apply now and take the first step towards an exciting and rewarding career at arenaflex! Apply for this job