Team Leader, Live Chat
CMA CGM (America) LLC

Job Info

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CMA CGM Group, founded by Jacques R. Saadé, is a leading worldwide shipping & logistics group. Now headed by Rodolphe Saadé, CMA CGM reinvents transport and logistics in order to offer an integrated maritime, port and land service that exceeds its customers' expectations.

Present in over 160 countries through 755 offices, 750 warehouses, equipped with a young and diverse fleet of 511 vessels, CMA CGM serves 420 of the world's 521 commercial ports and operates on more then 200 shipping lines. The group currently employs 110,000 people worldwide, including nearly 2,400 in Marseille, in its headquarters in Marseilles.

This position will be responsible to:

• Lead and monitor Live Chat Agents to achieve goals that contribute to the growth of the organization.
• Interact with Clients through inbound chats and email in a timely manner.
• Properly monitor NOVA Chat queues and daily reporting in alignment with set KPI's.
• Act as an on the floor trainer, ensuring all representatives are properly trained on company standards and procedures and well versed in the available resources.
• Partner with the Supervisor to meet staffing and scheduling needs.
• Assists Supervisor with onboarding and SOP updates.
• Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on customer and employee excellence.
• Review chats with negative survey comments and log for Supervisor review.
• Collaborate with cross-functional team across business and product.
• Audit and monitor errors in daily tasks in order to perform root cause analysis and recommend implementations for corrective action, reducing service failures and costs, while driving team for consistently high productivity and quality of work.

Skill Sets / Education & Experience Requirements:

• High School Diploma or GED required
• Exceptional customer service skills
• Excellent presentation, written communication, interpersonal skills, time and priority management
• Strong organization & time management abilities
• High level of analytical and problem-solving abilities
• Demonstrates ability to drive change by leveraging technology
• Demonstrates ability to lead the team to obtain and maintain high performance results
• Ability to manage multiple project simultaneously
• Meet deadlines as outlined by management
• Proficient in computer skills, including Microsoft Applications (Outlook, Excel, Work)
• Demonstrates a mindset that clearly recognizes, specifically in tone and approach, the importance and sensitivity of our customers
• Maintain a Professional demeanor and demonstrate emotional intelligence

This position reports to the Supervisor of Live Chat & the hours are 10am-7pm Monday-Friday.

KNOWLEDGE: refers to the possession of concepts and information gained through experience and/or training within the job's field or specialty needed to perform the job:

* Working Knowledge of CMA CGM organizational structure and services/network

* Working Knowledge of the Transportation industry

* Knowledge of bookings, customer service, and/or documentation

* Clear understanding of CCA objectives

* Engaging with and leading diverse personalities

* Handling escalated issues

SKILLS / ABILITIES

Skills are specific learned activity or proficiency, which can be consistently demonstrated in order to perform a certain task. Skills are generally gained through education or training and can be analytical or technical in nature.

Abilities are natural or acquired talents, or innate traits used to perform an observable task or activity within the job.

(Examples are basic computer skills such as Excel, Word or Access; customer service skills, financial skills, technical skills in IT, project or process management, "demonstrated ability to work under pressure" or "possesses good writing and oral communication skills", "effectively communicate information and ideas", "Ability to think quickly and logically to ensure expedient response to customer inquiries", Etc.):

* Basic Computer Skills

* Advanced Problem Solving Skills

* Effective writing and oral communication skills

* Ability to work in a fast paced environment

* Effectively Prioritizes / Time Management

* Strong Customer Service Skills

* Excellent Interpersonal Skills

* Ability to conduct root cause analysis

* Self - motivated

* Demonstrates a professional and positive attitude

* Teamwork

* Critical Thinking

* Leadership

* Professionalism

CMA CGM (America) LLC is committed to equal employment opportunity for all qualified persons without regard to race, color, religion, sex, national origin, pregnancy, age, sexual orientation, marital status, gender identity, veteran status, disability, or any other legally protected classification.

 

This job has expired.