What are the responsibilities and job description for the Call Center Agent Team Lead position at i3 Verticals?
JOB TITLE: Call Center Agent – Team Lead
DEPARTMENT: Public Sector
REPORTS TO: Call Center Operations Manager/Call Center Supervisor
SUPERVISORY RESPONSIBILITIES: Report concerns to the Call Center Supervisor, provide mentorship to call agents, train new hires, and step in for the Call Center Supervisor as needed.
JOB LOCATION: Sulphur Springs, TX
TRAVEL: None
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Making and/or receiving calls from defendants
- Provide guidance to defendants on payment options for delinquent cases
- Maintain record of defendants on payment plans with GHS
- Support the Call Center Supervisor and Operations Manager with administrative tasks as needed.
- Provide updates to the Call Center Supervisor and Operations Manager on team progress and any issues.
- Train new call agents as required.
- Serve as a liaison between management and the team, conveying goals and clarifying responsibilities.
- Process return mail and mark as bad address in GHS system
- Skip tracing for good address and phone numbers as scheduled/needed
- Assist with morning mail and afternoon mail duties as needed
- Assist with weekly mailer as needed
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- High School Diploma
- Basic computer knowledge and keyboarding skills
- Basic math skills
- Ability to troubleshoot minor issues
- Ability to use reasoning and deduction to locate accurate information
- Must be able to maintain focus and be self-motivated
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Computer experience preferred
- Bilingual preferred but not required
