Customer Experience Team Lead
Job Posting for Customer Experience Team Lead at ASQ
The Company
WE ARE ASQ: EXCELLENCE THROUGH QUALITY
ASQ is the leading membership association to help quality professionals achieve their career goals and drive excellence through quality in their organizations and industries. We provide expertise, knowledge, networks, and solutions to a global membership of individuals and organizations spanning more than 140 countries. ASQ was founded in 1946 and is headquartered in Milwaukee, Wisconsin.
The Position
Reporting to the Customer Care Manager, this position provides day-to-day direction to customer experience representatives in the deployment of their duties.
Main Responsibilities
- Assure workgroup goals are established, performance is monitored, reports are generated and analyzed.
- Provide ongoing coaching and mentoring to all customer experience representatives to ensure customers receive the highest level of customer service.
- Coordinate and lead new hire training and monitoring to ensure that the new hire has the tools and skills to be successful.
- Participate in the documentation of processes, testing of systems and monitoring of change implementations.
- Support the creation and adherence to the workgroup budget.
- Monitor and audit day-to-day performance (quantity and quality) of key processes, including call, email, chat, transaction processing, reception, and resolutions.
- Assist with the supervision of the staff including annual performance reviews.
- Plan, coordinate, and provide workgroup training, including development, refresher, and cross training based on identified skill gaps.
- Adhere to ASQ Competencies: Accountability, Communication, Continuous Improvement, Developing Self and Staff, Ethics and Teamwork.
- All other duties as assigned.
The Location
ASQ is conveniently situated in downtown Milwaukee in the ASQ Center, immediately adjacent to major freeway exits and the robust downtown economy. The Avenue MKE and Riverwalk access provides our employees easy indoor and outdoor access to shopping, restaurants, and coffee shops. Our office space is in a historic building incorporating newly designed workstations, an option for sit/stand desks, and community and collaboration space.
Why You Should Apply
At ASQ, our philosophy is that performance-driven pay provides a foundation for a complete benefit package that helps you live your best life, both at work and at home. Competitive base pay, outstanding benefits, opportunities for learning and growth, programs to help you plan for the future and perks that inspire your downtime are all part of ASQ’s total compensation package.
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Learning and Growth o Challenging and interesting work o Benefits of ASQ membership o ASQ-sponsored training o Opportunities to achieve professional designations and certifications o Performance management and coaching o Tuition reimbursement |
Health and Wellness o Medical insurance o Dental insurance o Vision insurance o Health savings accounts o Flexible spending accounts o Fun and rewarding wellness program program |
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Total Compensation o Competitive base pay o Opportunity for annual merit and incentive pay o Outstanding benefits |
Planning for the Future o Retirement savings program o Disability income plan o Life insurance |
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Culture and Workplace o Growing, global organization o Mission-driven and committed to sharing ideas and tools that make the world work better o Healthy work/life balance and flexible hybrid work schedules in office 2 days a week. o Positive, collaborative, team-oriented environment o One-week winter break every December, in addition to accrued paid time off and other paid holidays o Regular coffee socials, happy hours, food truck days, lunchtime yoga, chair massages, and more! |
Bring Your Best
- A high school degree and five years of customer service experience or equivalent combination.
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