Team Lead, Customer Service

At Liaison, we’ve helped higher education institutions build better, more diverse classes for three decades. You may recognize us as the company behind the Centralized Application Service (CAS), Enrollment Marketing services and platform (EMP), SlideRoom, Time2Track, TargetX (CRM) and Othot.

Everything we do is focused on taking that proven success and expanding its scope and scale. Over 31,000 programs on more than 1,000 campuses see us as a forward-thinking partner integral to meeting their total enrollment goals — and we’re building the data- and mission-driven team that will reinforce our role for decades to come.

The Team Lead position oversees and is responsible for providing quality and efficient customer service to applicants through the daily management of a team of employees to include hiring, training, coaching, contact monitoring, problem solving, motivating, and recognizing/rewarding. This role is responsible for tracking and reporting key metrics on team productivity to the manager. 

Responsibilities:

• Provides daily direction and communication to employees so that customer service calls, chats and emails are answered in a timely, efficient, and knowledgeable manner.
• Ensure quality, customer satisfaction, productivity and service level targets are achieved.
• Utilize workforce management, agent scheduling and monitor real time adherence to schedule; maintain attendance records for agents on their team and follow the attendance policy, issuing corrective action as needed.
• Review and grade customer service calls, chats, and emails for quality management; provide continuous feedback to agents to ensure potential knowledge gaps are filled and consistency is maintained.
• Planning daily/weekly workload to support business priorities and personal goals; maintain a high level of organization.   
• Coach and review staff performance and provide feedback and further training for staff that requires additional support.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Identify trends and escalate issues to manager in a timely fashion, to enhance the customer experience, minimize corporate risk, and share best practices.
• Participate in interviews as needed for future customer service representatives.
• Take escalations as needed.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Other duties as assigned. 

Position Requirements:

• Bachelor’s Degree preferred
• 1 Year of Liaison Experience preferred
• Previous Lead or Supervisory experience preferred
• Previous admissions experience and/or familiarity with application processes strongly preferred
• Strong interpersonal and communication skills
• Strong organizational skills
• Proactive and continuous improvement attitude
• Problem solving skills
• Ability to creatively problem solve
• Result oriented
• Analytical skills with focus on detail 
• Ability to work effectively with different personalities throughout leadership 

Privacy Policy | GDPR | CCPA Compliance