Delivery Support Team Lead

Job Description

Delivery Support Team Lead

Summary: The Delivery Support Team Lead is responsible to oversee the activity within the Delivery Support team, answering DSR questions, and handle escalations. Additional responsibilities include handling complex customer requests and monitoring real time data and reports.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

  • Monitor the real time dashboard to ensure agents are handling calls promptly

  • Resolves all customer escalations

  • Answers DSR questions

  • Monitors DSR attendance and break requests

  • Acts as an information source, answers agent questions, assigning tasks, following up and giving instructions as needed

  • Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.

  • Communicating solutions, successes, and opportunities to the Manager and Supervisor(s) of customer service.

  • Practicing and ensuring compliance with the organizations policies and procedures.

  • Acts as liaison between Delivery Support team, Customer Service department and all other departments within the organization to process requests, answer questions and provide guidance.


To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

  • Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

  • Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; participates in meetings. writes clearly and informatively.

  • Customer Service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

  • Team Work - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed; recognizes accomplishments of other team members.

  • Diversity & Ethics - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment; treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

  • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan; is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; follows policies and procedures; completes administrative tasks correctly and on time.

  • Initiative - Volunteers readily; undertakes self-development activities.

  • Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

  • Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.

  • Adaptability - Adapts to changes in the work environment; able to deal with frequent change, delays, or unexpected events.

  • Leadership - Inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; provides vision and inspiration to peers and subordinates.

  • Managing People - Makes self available to staff; develops subordinates' skills and encourages growth; continually works to improve supervisory skills.

  • Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Other Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • AA/BA/BS or equivalent work experience

  • Minimum 3 years of Customer Service experience in a customer service environment

Skills and Qualifications

Administrative writing skills, verbal communication, professionalism, sensitivity to confidential matters, strong computer skills required, organization team work.

Language Ability

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability

Ability to perform simple mathematical calculations.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of MS Word software and MS Excel spreadsheet software.

Certificates and Licenses

No certifications needed

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include working with the Call Center Manager on training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Peripheral vision, Distance vision and Ability to adjust focus.

While performing the duties of this Job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee is regularly required to sit

Company Description
Living Spaces' quality furniture retail offerings meet everyone's style and budget. A recognized leader in great home decor, design, and affordability, Living Spaces sells an impressive assortment of beautiful furniture and accessories, both in-store and online. With a growing list of locations across the country--and continued expansion into new markets--Living Spaces provides its customers with convenient, delightful furniture shopping experiences.

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