- Lead, coach, and motivate the team to achieve performance targets and deliver excellent service.
- Conduct regular 1:1s, performance reviews, coaching sessions, and development plans to support employee growth and address performance opportunities.
- Foster a positive team environment by promoting accountability, teamwork, engagement, and alignment with company values.
- Monitor daily operations, ensuring timely resolution of CRM and Outlook requests and adherence to processes.
- Track team performance metrics, attendance, action plans, disciplinary actions, and employee documentation.
- Support onboarding and training for new hires, process transitions, and operational updates.
- Ensure team members have the tools, knowledge, and support needed to perform effectively.
- Participate in meetings, conference calls, and other operational activities as required.
- Manage staffing matters, including attendance, performance management, and employee separations when necessary.
- Drive continuous improvement through process optimization and operational excellence.
Requirements
- No active written or verbal warnings.
- Excellent attendance record with no unexcused absences.
- Not currently participating in another promotion process.
- Minimum 1 year of Customer Service or CSS experience; proven leadership experience may substitute tenure requirements.
- Strong leadership, coaching, analytical, organizational, and multitasking skills.
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
- Fluent in English and Spanish.
- Schedule flexibility, including evenings, weekends, holidays, and a night shift schedule (3:00 PM–12:00 AM, adjusted during Australian daylight saving).
- Ability to adapt to additional responsibilities as business needs evolve.
Benefits
· Base salary + a fixed night shift bonus equivalent to 25% of the base salary without unexcused absences.
· Benefits include paid life and a paid private medical (optional) insurance.
· Employee stock purchase plan
· Paid time off (Compensatory days)
· Vacation time
· Paid holidays.
· Night Shift Free Residential transportation (Check availability)
· Tuition Reimbursement
· Internal co-op (CODERIA) that benefits members with emergency loans, savings plans, discounts at popular businesses and associations, differed payment plans at different department stores.
· In addition to this our company awards attendance by granting up to 6 paid days at the end of each year (Details to be disclosed for qualified candidates only)
· Salary increase based on Yearly Performance Review