Talent Team Lead (TTL) - Customer Support (m/f/d)
Your mission
We are changing an entire industry- change it together with us!
You made my day- with our innovative and market-changing platform, we are already giving many people worldwide access to a new, flexible and self-determined working environment and at the same time offer our customers a completely virtual and market-revolutionizing customer service through our software.
Become part of the revolution – working on-site at our customer in Dallas, Texas.
As a Talent Team Lead (TTL), you’ll play a crucial role in driving team performance, ensuring KPIs, quality standards, and service targets are consistently met. Your leadership will inspire a high level of service across all support channels, focusing on continuous improvement, quality enhancement, and targeted coaching.
Join us to make a meaningful impact in delivering exceptional customer support for our clients.
Team KPI Management
Quality Monitoring & Improvement
Training Design & Facilitation
Data Analysis & Reporting
You made my day- with our innovative and market-changing platform, we are already giving many people worldwide access to a new, flexible and self-determined working environment and at the same time offer our customers a completely virtual and market-revolutionizing customer service through our software.
Become part of the revolution – working on-site at our customer in Dallas, Texas.
As a Talent Team Lead (TTL), you’ll play a crucial role in driving team performance, ensuring KPIs, quality standards, and service targets are consistently met. Your leadership will inspire a high level of service across all support channels, focusing on continuous improvement, quality enhancement, and targeted coaching.
Join us to make a meaningful impact in delivering exceptional customer support for our clients.
Team KPI Management
- Oversee and drive the team’s performance metrics, including response times, resolution rates, and quality scores.
- Analyze and report on team performance, identifying trends, strengths, and areas for improvement.
Quality Monitoring & Improvement
- Conduct quality checks on calls, emails, and chats to ensure adherence to service standards.
- Implement silent monitoring and develop action plans for continuous quality enhancement.
Training Design & Facilitation
- Design and conduct virtual training sessions to boost product knowledge and customer service skills.
- Collaborate closely with the Trainer Team to develop targeted training materials aligned with team needs.
Data Analysis & Reporting
- Regularly collect, review, and analyze performance data to provide insights and track progress on customer support and quality KPIs.
Your profile
Performance & Quality Management
- Deep understanding of customer service KPIs and quality indicators, with experience implementing improvement strategies.
- Ability to interpret team performance data, extract insights, and act on improvement opportunities.
- Skilled in virtual training design and facilitation, creating effective training materials that support quality and performance goals.
- Strong leadership and motivational skills, guiding and empowering the team, especially in challenging periods.
- Adaptable and effective communicator, capable of managing different personalities and fostering a positive team culture.
- Proficient in MS Excel with skills in basic formulas (e.g., VLOOKUP, COUNTIF), chart creation, and pivot tables for tracking and reporting.
- Effective time management and multitasking capabilities to prioritize and oversee multiple tasks simultaneously.
- Results-oriented with a focus on data-driven decision-making to consistently improve team performance and quality.
You bring with you:
- Minimum of 3-5 years’ experience in customer support or a related field, with at least 2 years in a leadership role.
- Strong understanding of customer service KPIs and proven strategies for maintaining and improving quality standards.
- Technical proficiency in MS Excel, with experience using formulas, creating charts, and tracking data with pivot tables.
- Results-oriented mindset with analytical thinking to drive team performance and quality outcomes.
- A growth mindset with a commitment to continuous learning and team development.
- Positive, motivational leader who fosters a collaborative environment and encourages cooperation.
- Adaptable to changing situations with resilience under pressure.
- Excellent communication skills in English (C2 Level)
Why us?
- Responsibility: Take the lead in shaping a high-performing customer support team.
- Innovation: Join a team committed to evolving customer support practices for better quality and efficiency.
- Impact: Make a lasting contribution by creating a culture of excellence and continuous improvement in customer support.
- Values: At yoummday, we are committed to authenticity, collaboration, and growth, supporting each team member’s journey.
- yoummday is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other legally protected status
About yoummday
We are a game changer – innovative, contemporary, and different. A company where it’s fun to be a customer, talent, and especially an employee. If you’re excited about an outstanding business model and a sustainable company culture, and want to be part of a motivated, high-performing team, then you’re in the right place with yoummday!
Powered by our technology, we are well equipped to revolutionize the working world: Self-determined work under fair conditions! Customers can use our platform to completely set up and manage their customer experience virtually. At the same time, our marketplace provides access to talent working worldwide. Price, quality, and flexibility are not trade-off decisions with us – we deliver excellence across all dimensions.
Are you excited about innovation and revolution? Become a Daymaker!