Call Center located on the Southside is seeking a Customer Service Team Lead. The ideal candidate will have a minimum of 6+ months experience in a call center environment with a proven track record of successful management experience.
The Customer Service Team Lead is responsible for assisting the management team with ensuring the operation of the Customer Care Center is providing the highest level of quality of service to our internal & external customers through the daily management of a team of up to 25 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving.
Handle inbound, outbound and escalated calls.
Assist the management team with daily operation of the call center to include the development, analyses and implementation of policies and procedures, staffing, training, scheduling, and reward/recognition programs.
Use system and modified reports to track productivity and quality of CSR's performance.
Review Experian checks to ensure we remain in compliance with the Patriot Act.
Maintain awareness of system speed and failures and communicate to Management for resolution.
Respond / Assist with Web Inquiries as needed.
Assist with interviewing CSR candidates.
Work as a member/leader of special or ongoing projects that are important to area/process improvement.
Use appropriate judgment in upward communication regarding department or employee concerns.
Monitor calls for quality performance and provide appropriate feedback.
Insure employees have appropriate training and other resources to perform their jobs.
Assist CSR's with questions through proactive management and floor presence/coverage.
Working hours: Monday - Friday
You must meet the qualifications\requirements to apply.
Minimum of 6 months Call Center Experience.
Must possess strong communication, organizational, and time-management skills.
Must be able to handle multiple tasks while working independently, as well as, interact well with others.
Must be able to develop and motivate a team.
Must be able to communicate effectively (both verbally and written) to a variety of audiences.
Proficiently with PC Based software required, i.e. Word and Excel.
Prior Lead / Supervisory experience is strongly preferred.
Must possess stable work history with history of upward progression
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