Customer Experience Team Lead

TL Core Serv

About the Role:

As a Team Leader in Office Services, you will oversee and coordinate the day-to-day operations of a team responsible for delivering core services to our clients. You will play a key role in ensuring the smooth functioning of operations, optimizing team performance, and maintaining high-quality service delivery. This position requires strong leadership skills, excellent communication abilities, and a proactive approach to problem-solving.

Essential Job Responsibilities:

• Supervise and lead a team of Core Services staff, providing guidance, support, and coaching to ensure team members meet performance targets and deliver exceptional service to clients.
• Manage team workflows and prioritize tasks to ensure timely completion of assignments and adherence to service level agreements (SLAs) and deadlines.
• Monitor team performance metrics, including productivity, quality, and customer satisfaction, and take corrective action as needed to address any performance issues or gaps.
• Collaborate with other departments or teams to coordinate cross-functional initiatives, resolve service-related issues, and implement process improvements to enhance efficiency and effectiveness.
• Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, set goals, and foster a culture of continuous improvement and professional development.
• Develop and maintain standard operating procedures (SOPs), training materials, and job aids to ensure consistency and accuracy in service delivery and facilitate the onboarding of new team members.
• Serve as a point of escalation for complex client inquiries or service requests, handling escalated issues promptly and effectively to ensure resolution and client satisfaction.
• Analyze service delivery trends, identify root causes of recurring issues or challenges, and recommend proactive solutions or process enhancements to address underlying issues and prevent future occurrences.
• Stay informed about industry best practices, emerging trends, and regulatory requirements related to core services, and share relevant insights or knowledge with the team to promote continuous learning and development.
• Foster a positive and collaborative work environment, promoting teamwork, open communication, and a customer-centric mindset among team members.
• Ensure compliance with company policies, procedures, and regulatory requirements, and uphold ethical standards and confidentiality in handling sensitive client information.

Skills

* Prior reprographics experience (print/copy/finishing/scanning)

* Prior experience in legal environment preferred

* Minimum of 2 years customer service-related experience

* Requires limited supervision and is self-motivated

* Experience with Microsoft Office - Word, Excel, Adobe Acrobat, PowerPoint

Job Requirements:

• Process and deliver incoming mail and packages
• Process outgoing mail and packages
• Run Pitney Bowes postage equipment
• Answer incoming calls in a professional and courteous manner
• Manage and run print/copy/scanning equipment
• Assemble binders and other materials for presentations
• Set- up Beverage set-ups for daily meetings
• Work with catering lunches for meetings/lunches as needed
• Kitchen/pantry tasks - restocking, keeping areas clean and organized, operating dishwashers daily
• Check conference rooms daily to be sure they are ready for meetings
• Handle time-sensitive material
• Perform duties and special requests as assigned by the onsite manager
• Maintain accuracy of required reports, logs, and measurements
• Ensure adherence to customer and XBP America's business guidelines, safety & security procedures
• Ability to resolve issues
• Ability to communicate with customer and others
• Ability to effectively work individually or in a team environment
• Ability to handle multiple projects simultaneously
• Strong organizational and administrative skills required
• Computer proficiency in email environments, MS Word/Excel
• Ability to adhere to company's policies and procedures
• Ability to maintain a safe work environment
• Ability to lift up to 50 lbs.
• Ability to walk, sit, stand for extended periods of time
• High school diploma or equivalent (GED) required

"The pay range for this position starts at $21/hr-$24.00/hr.; however, base salary offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled