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Customer Care Team Lead in Coppell, TX at Brink's

Date Posted: 1/29/2018

Job Snapshot

Job Description



Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value added services to financial institutions, retailers and other commercial and government entities.  The company has a proud history of providing growth and advancement opportunities for its employees.  We have a challenging opportunity for a Customer Care Team Lead.

Job Summary:  
The Customer Care Team Lead is responsible for supporting the Customer Care organization to ensure optimal performance levels.  Able to effectively balance the competing needs of operational efficiency and production, training, KPI monitoring, customer satisfaction and employee satisfaction.  

Key Responsibilities:
• Subject Matter Expert for area of responsibility; able to step in and work production as needed to assist with seasonal workloads or absences
• Conduct quality review of Customer Care Representatives' performance within product-specific units to ensure quality service goals and standards are met
• Identify areas where improvement can be achieved and provide employees with timely and relevant feedback
• Recognize employees, build empowerment, foster relationships and demonstrate respect
• Monitor Key Performance Indicators and production; strategize for continuous improvement and strengthen customer loyalty
• Identify procedural gaps and launch initiatives designed to improve organizational quality, education and training facilitation
• Facilitate collaboration with other areas of Brinks
• Ensure a healthy employee culture through effective utilization of Brink’s human resource practices, policies and systems to guide and develop employees; encourage an environment of accountability and successful teamwork
• Perform other duties as assigned to include agent level tasks
• Travel as required

Job Requirements



Minimum Qualifications:
• Minimum of 5 year(s) subject matter expertise within the secured transportation industry (CIT, Cash Vault, Coin)
• Experience working within a call center environment
• Minimum of 3 years’ experience working directly with customers or sales  
• Minimum of 3 years working with Microsoft Office products
• Prior leadership experience a plus
• Must be able to work evenings and weekends

Preferred Qualifications:
• Strong experience in championing change, motivating persuasively and getting results through working with others.  
• Basic knowledge of project management principles
• Basic knowledge of process management principles
• Practical understanding of training principles
• Basic understanding of Customer Experience strategies and tactics.   
• Undergraduate degree or equivalent business experience

Professional Skills:
• Strong consultative, analytical and problem solving skills
• Excellent interpersonal/communication and presentation skills
• Detail oriented with strong organizational and time management skills
• Inspirational and motivational skills

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink’s U.S.  We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match.  If you are interested and meet the requirements for this position, please apply.

Brink’s, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.