CSR Team Lead

Univista is seeking a driven and experienced Team Leader to join our dynamic Texas team. As we continue to grow, we are looking for someone who can lead, by example, support customer service excellence, and ensure team productivity meets and exceeds expectations. This role offers an exciting opportunity to develop leadership skills in a fastpaced and customer-focused environment. Bilingual proficiency in English and Spanish is preferred to support our diverse clientele.

Key Responsibilities:

• Supervise, coach, and motivate a team of Customer Service Representatives to achieve performance goals.
• Monitor daily team activities to ensure high levels of customer satisfaction and compliance with company policies.
• Provide real-time support and guidance to team members during customer interactions.
• Conduct regular one-on-one meetings and performance reviews, identifying areas for improvement and recognizing achievements.
• Handle escalated customer inquiries and resolve issues that require leadership intervention.
• Assist with training new hires and providing continuous learning opportunities for existing staff.
• Generate reports on team performance, call metrics, and customer feedback to identify trends and recommend improvements.
• Ensure proper documentation of customer interactions and team activity logs in CRM systems.
• Collaborate with upper management to develop strategies that enhance team efficiency and service quality.
• Foster a positive and inclusive work environment, encouraging teamwork, accountability, and professional growth.

• Bilingual proficiency in English and Spanish.
• High school diploma or equivalent required; associate or bachelor's degree is a plus.
• Minimum of 2 years in a customer service or call center environment.
• Prior leadership or supervisory experience.
• Strong verbal and written communication skills with the ability to lead and inspire a team.
• Proficient in CRM software and Microsoft Office applications.
• Excellent problem-solving and conflict resolution skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Professional, energetic, and goal-oriented with a commitment to team success.
• Active P&C (Property & Casualty) license required
• Reliable transportation is required