Customer care team lead

at FN Logistics, LLC Santa Fe Springs, CA Position Summary... Working collaboratively with Customer Care Supervisors, the incumbent manages escalated tickets, researches and resolves complex customer situations, analyzes data, identifies trends, sets priorities, monitors workload, and provides feedback and recommendations to site leadership. • Working collaboratively with Customer Care Supervisors serve as a Leader on Duty (LOD) to set daily site workload priorities in partnership with Workforce Management and the Customer Care Management Team. Knowledge & Skill Requirements • Strong interpersonal and negotiation skills • Exceptional attention to detail and quality control • Ability to organize, prioritize, and reorder workload in a dynamic environment • Ability to work both independently and as part of a team • Flexible thinker with the ability to make sound independent decisions • Ability to work with little supervision, check ego at the door, and work well with others at all levels in the organization • Ability to work in a fast-paced, multi-tasking environment • Familiarity with contact center metrics, s scorecards, and KPIs • Comfortable with a changing environment and being a team player at all times This position description is not designed to cover or contain a comprehensive or exhaustive listing of activities, duties, or responsibilities that are required of the employee for this position.