Job Description
Call Center Team Leader
This position assists the Call Center Manager in managing the call canter operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% client satisfaction. The Team Leader resolves client and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of call center management. The Team Leader also must ensure that safety and security procedures are in place in accordance with company guidelines and standards for all associates and clients.
Supervisory Responsibilities :
- Customer Service Representatives (CSRS)
- Customer Liaison / Appointment Setters (CLAPS)
Call Center Team Leader Duties / Responsibilities :
Represent ProSolar professionally while communicating with and educating potential customersMaintain the Call Center locationDaily maintenance of the appearance of physical locationTrain and Coach call center staffThrough customer service issues To reach the daily call and appointment quotas To maintain a positive attitudeManage schedules for the team of Customer Service RepresentativesListen to call recordings daily to monitor quality and accuracyMonitor Quality Assurance (QA) data entry for accuracy and codingAnalyze call center data and prepare reports for managementConfirm all Set appointments twenty-four hours prior to appointment timePerform "The Welcome Call" for Prosolar South FloridaFollow-up call to all prospective clients who completed a set appointmentUtilize the company's software system to look up and record information regarding a customer's accountParticipate and contribute to develop monthly, quarterly, and annual call center goals and action plansContribute to a team effort to meet or exceed service, and quality goalsFollow the disciplinary action and / or improvement plans for employees if goals are not being metRecommend to management improvement process for the Call CenterImplement and manage Prosolar Group's Five Star Scoring programOther tasks as assigned.Requirements
Required Skills / Abilities :
Excellent verbal and written communication skillsPositive attitude and strong work ethicAbility to work well with others in a collaborative team environmentSales ExperienceCoachable and self-motivatedAble to perform with minimal supervisionCall Center Team Leader Required Skills / Abilities :
Education and Experience :
High School Diploma or EquivalentExperience in supervising and overseeing a teamExperience in a call center or a similar environment of a minimum of 2 years.Physical Demands and Working Conditions :
Described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.
Work is performed in a temperature-controlled office environment or travels via vehicleWhile performing the duties of this job, the employee is required to ambulate, sit, and / or stand in various intervals throughout the work shiftMay occasionally lift and or carry up to 20 lbs.Use of computer, phone, copier, and other office equipment during a dayWhile performing the duties of this job, occasionally required to use hand to handle, touch and use tools, reach with hands and arms, bend, stoop, twist, lift, reach, push, pull, grasp, balance, talk, hear, and ambulate during the course of employmentSpecific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and an ability to adjust focusEmployee may be required to travel for business purposesBenefits
Compensation & Benefits :
Long term stability in a fast-growing industryCompetitive compensation,Paid HolidaysGenerous 401(k) optionDental InsuranceEmployer Paid Basic Life and AD&D InsuranceEmployer Paid Long Term DisabilityOptional Employee Paid - Voluntary BenefitsHealth insuranceLife insurancePaid time offVision insuranceOpportunity for career development and advancement with a rapidly growing companyHigh-energy, fun, and friendly cultureBenefits Package available after 60 days of employment. However, some items are subject to meeting eligibility.If you are a motivated individual with excellent communication skills and a passion for providing exceptional customer service, we want to hear from you! Join our team as a Call Center Representative and be part of a dynamic and rewarding work environment.
Note : This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Climate is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Climate we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.
We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.
