CooperVision Customer Service Team Leader in Rochester, New York

CooperVision, a unit of The Cooper Companies, Inc. (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses and related products and services. The Company produces a full array of monthly, two-week and 1-day lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism and presbyopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit .

JOB TITLE: Customer Service Team Lead

DEPARTMENT : Customer Service


Coordinates workflow and supports activities of Customer Service staff for effectiveness. Assists the team in maintaining and delivering optimum quality of service to internal and external customers. Maximizes employee productivity and quality based on assisting with training, monitoring, coaching and feedback. Recognizes, communicates and recommends actions based on questions, themes, issues or suggestions.


  1. Provide coaching/feedback and motivation to individual staff to drive performance excellence.

  2. Assist employees by answering questions and recognizing teachable moments.

  3. Possesses and effectively utilizes knowledge of current policies and procedures within the Call Center.

  4. Assist with the training of Customer Service Specialists and provides leadership for the customer service team.

  5. Supports and effectively participates in actively communicating the department’s objectives on a regular basis to staff.

  6. Motivates and creates a positive work environment.

  7. Accurately assesses strengths and development needs of employees. Identifies coaching and feedback opportunities, providing timely and specific feedback to drive performance excellence. Using various tools, such as one-on-one meetings, side by sides, and other methods.

  8. Promote and foster a trusting and engaging work environment with a focus on employee retention. Ensure a culture of accountability, integrity and respect.

  9. Ensures all employees have an understanding of all updates and communications. Effectively manages the team through changes.

  10. Act as a role model; leading by example, setting the standard for employees to follow, projecting professionalism, demonstrating a positive attitude, and creating a professional atmosphere.

  11. Uses proper techniques in decision making to arrive at appropriate resolution.

  12. Ensure adherence to company and department policies & values.

  13. Department Operational Tasks

  14. Workflow management, utilizing WFM to revise schedules and assign work based on dept volumes.

  15. Thinks beyond the question/issue. Recognize themes, makes recommendations for course correction or additional training.

  16. Handle customer escalation calls and situations as needed.

  17. Builds and maintains effective relationships with external and internal customers; promoting open communication and collaboration among departments.

  18. Identify opportunities for process improvement, providing recommended solutions, and implementing solutions.

  19. Ensure effectiveness of call center equipment & systems. Including identification of issues and escalation for resolution, to maintain continuity of business.

  20. Assists with investigation of Service Non-Conformances.

  21. Assists in determining work procedures and expedites workflow. Assists with call overflow and also entering of orders, as needed.

  22. Tracks and records daily and monthly statistics for department.

  23. Supports safety initiatives.

  24. Perform side by side performance observations and record all coaching opportunities, best practices and notes for feedback.

  25. Monitor and evaluate calls to ensure quality service.

  26. Assists in facilitating new Customer Service Specialist’s development after initial classroom training.

  27. Support call center by being available for questions, materials needed or technical help by walking the floor and engaging/observing Customer Service Specialists.

  28. Perform other job related duties as assigned.

  29. Provide back up to Supervisors in their absence.

  30. As business needs dictate, works extended hours to complete daily department goals or tasks to include mandatory overtime.”



  • /Interpersonal skills: Ability to establish and maintain positive and effective working relationships internal and external. Ability to work well in a Team environment. Self-motivated and has the ability to project a positive attitude. Proven people skills to build solid relationships with professionals at all levels/

  • /Professionalism: Conducts themselves in a professional and friendly manner, including and maintaining confidentiality. Exhibits patience and respect when dealing with employees or customers, leads by example./

  • /Listening and Communication skills: Active listening skills and effective communication, including presenting to groups. Effective verbal and written communications skills needed./

  • /Problem-solving skills: Ability to analyze, investigate and resolve issues./

  • /Time Management: Ability to plan, prioritize, multi-task and meet deadlines. Attention to detail is imperative./

  • /Ability to read, analyze and interpret procedures or government regulations. /

  • /Ability to create reports including business correspondence. /

  • /Excellent mathematical skills required. /

  • /Willingness to learn and take on additional responsibilities to build current skill set and gain knowledge./

  • /Knowledge of common call center practices and software./

  • /Strong business acumen and ability to learn new programs, products and processes when implemented. Ability to understand, apply and explain company policies and procedures. /

  • /Must maintain knowledge of all products, prices, accessories and literature, shipment and availability of product, policies and procedures./

  • /Strong performance management abilities. Solid leadership skills and ability to direct and motivate staff with integrity and ethics./

  • /Knowledge of and experience with preferred./

  • /Solid PC skills Microsoft Office Suite, with a proficiency in Excel. /

  • /Bilingual candidates are desirable. (Fluent in English and Spanish)/

  • /Flexibility on schedule changes and overtime as needed./

  • /Attention to detail and excellent time management./



  • Professional office environment

  • Adheres to Standard Operating Procedures and Regulatory requirements.

  • Light physical effort necessary to perform the job.



  • 3-5 years in Customer Experience required. Training, Quality, People management and/or workflow coordination preferred.



  • High School Required, College preferred



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Job: *Customer Service

Organization: *Customer Service

Title: Customer Service Team Leader

Location: New York-Rochester

Requisition ID: VIC0492