Call Center Customer Service Team Lead

• Experience – leadership/management experience.

Primary Responsibilities will include but not limited to:

• Lead an oversee a team of up to 15 agents
• Conduct 1:1 weekly coaching and team meetings
• Drive and maintain performance standards per contractual obligation
• Document and recap all interactions with case managers and overall team
• Track, coach and monitor DSAT analysis of poor customer service scores
• Maintain weekly coaching trackers for individual case managers in MS Teams
• Inspect and monitor multiple daily reports for major KPIs
• Create weekly innovative employee engagement activities for retention of agents
• Send out daily productivity in chats and emails for each team
• Support case managers and/or client with any ad hoc projects on a continuous basis
• Create performance improvement plans for low performing agents
• Take Supervisor calls as part of the escalation process
• Attend internal and client meetings based on the business needs

Responsibilities:

• Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.
• Interacts with customers via telephone, chat, and e-mail, must be able to wear telephone headset and manipulate objects such as keyboard, and mouse.
• Communicate with client on an ongoing basis regarding agent performance and processes including weekly and quarterly reviews.
• Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KPI’s
• Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.
• Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
• Be actively involved in agent floor support. Handle Customer Service calls when the business requires for customer escalations or high call volumes.
• Participate in calibration sessions, weekly operations call, monthly and quarterly business reviews and knowledge sharing sessions as required.
• Recognizes, conveys, promotes, and sells products and service value with a consultative approach.
• Analyze stats and trends to identify root cause analysis and execute agent coaching, and any corrective actions where required. Proactively report concerns with team, process, systems, etc. to Operations Manager
• Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures.
• Act as an escalation contact for his / her agents and ensure that their concerns are addressed.
• Interview and select new hires for the program that meets the business requirements.
• May participate in hiring decisions and conduct performance appraisals.
• Regular, consistent, and punctual attendance.
• Must have a stable internet connection with the ability to participate in our virtual training and production environment with video camera on.
• Other tasks and duties as assigned by the leadership team.

Knowledge, Skills and Abilities

• Strong phone presence with exemplary customer service and de-escalation skills.
• Able to coach and motivate agents in accordance with the company's Performance Culture.
• Detail oriented.
• Familiar with contact center tools, systems, and methodologies.
• Strong MS Office skills including Word, Excel, and PowerPoint.

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift

Ability to Commute:

• Temple, TX 76504 (Required)

Work Location: In person

Salary : $21 - $23