What are the responsibilities and job description for the Call Center Team Lead position at Bein Ohana Agency?
BrightKey is hiring a Call Center Team Lead! As a Call Center Team Lead, you will play a pivotal role in managing and leading a team of 2-10 customer service representatives within our call center environment. This team serves a diverse range of customer needs including membership management, inventory management, order processing, resolving shipping issues, and undertaking various projects as necessary. The ideal candidate will have a proven track record of leadership, motivation, coaching, management, and mentorship within a customer service or call center setting.
Key Information:
Team Leadership: Lead and motivate a team of customer service representatives to meet and exceed performance targets, ensuring high levels of customer satisfaction and retention.
Performance Management: Monitor team performance metrics (KPIs), identify areas for improvement, and implement strategies to enhance team productivity and efficiency.
Transaction Management:Handling all transactions, month-end closing, daily account reconciliation, inventory control, and all other transactions as needed.
Coaching and Training: Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance.
Client Relationship Management:Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.
Issue Resolution: Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner.
Process Improvement: Collaborate with cross-functional teams to identify process improvements and implement best practices to streamline operations and enhance the customer experience.
Communication: Serve as a liaison between frontline staff and management, effectively communicating team goals, objectives, and feedback.
Reporting: Generate regular reports on team performance, trends, and key metrics for management review and decision-making.
Project Management: Lead and participate in various projects and initiatives aimed at improving customer service operations and driving business growth.
Team Development: As the Call Cetner Team Lead, you will foster a positive and inclusive team culture that promotes collaboration, innovation, and continuous learning.
Qualifications:
Call Center Team Lead
Customer Service
PMC-010925
Powered by JazzHR
TxHEub30Zb
Key Information:
- Salary range of $55,000 - $60,000 annually
- Paid Time Off and Holiday Pay
- Medical, Dental, Vision and other benefits
- Participation in company 401k
- Career Growth Opportunities
- Monday through Friday On-site
- Hours: 8:30am to 5:00pm
- Located in Annapolis Junction (Jessup/Fort Meade Area)
Team Leadership: Lead and motivate a team of customer service representatives to meet and exceed performance targets, ensuring high levels of customer satisfaction and retention.
Performance Management: Monitor team performance metrics (KPIs), identify areas for improvement, and implement strategies to enhance team productivity and efficiency.
Transaction Management:Handling all transactions, month-end closing, daily account reconciliation, inventory control, and all other transactions as needed.
Coaching and Training: Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance.
Client Relationship Management:Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.
Issue Resolution: Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner.
Process Improvement: Collaborate with cross-functional teams to identify process improvements and implement best practices to streamline operations and enhance the customer experience.
Communication: Serve as a liaison between frontline staff and management, effectively communicating team goals, objectives, and feedback.
Reporting: Generate regular reports on team performance, trends, and key metrics for management review and decision-making.
Project Management: Lead and participate in various projects and initiatives aimed at improving customer service operations and driving business growth.
Team Development: As the Call Cetner Team Lead, you will foster a positive and inclusive team culture that promotes collaboration, innovation, and continuous learning.
Qualifications:
- Bachelor's degree or equivalent work experience
- Previous experience in aleadership or supervisoryrole within a customer service or call center environment ((or)) 5 years of customer call center experience
- Strong interpersonal and communication skills, with the ability to motivate and inspire team members
- Proven track record of coaching, mentoring, and developing staff to achieve performance goals
- Excellent problem-solving abilities and a customer-focused mindset
- Proficiency in Microsoft Office Suite (Excel & Word) and call center software
- Ability to thrive in a fast-paced, dynamic work environment and adapt to changing priorities
- Knowledge of membership management, inventory management, order processing, and shipping processes is a plus
Call Center Team Lead
Customer Service
PMC-010925
Powered by JazzHR
TxHEub30Zb
Salary : $55,000 - $60,000
