Corporate Customer Service Lead-BG

At Regency Management Services, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We are looking for a competent Call Center Leads to organize and direct a team of coordinators in our call center. You will be responsible for assessing their work and give them feedback to maximize performance. An excellent call center lead must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.

Essential Functions

Assist in the formulation of targets for individuals and teams

Assist in train and on-board new employees

Answer questions from staff and provide guidance and feedback

Anticipate escalation and take over calls when needed

Devise ways to optimize procedures and keep staff motivated

Measure performance with key metrics such as call abandonment, calls waiting etc.

Ensure adherence to policies for attendance, established procedures etc.

Keep management informed on issues and problems

Assist with feedback for weekly/monthly/annual results and performance reports

Recommend improvements for systems and processes to boost organizational efficiency

Assist in overflow of inbound and outbound calls

Responsibilities

Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately

Serve as a mentor, coach and role model to the team providing them with effective leadership and equitable decision-making.

Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality

Create and maintain record of daily problems and remedial actions taken, using call-center database

Leverage data and insights gathered by the call center to recommend and influence process improvements

On-time completion of assigned action plans and tasks, inventory cycle counting support & reconciliation

Minimize product returns thru proper quality control & order entry techniques

Assist in managing vendor relationships, manage and exceed KPMs, process management

Communicate / audit SOPs, develop / train team, hold team meetings / performance development sessions, maintain statistics / productivity / quality reporting, update information / performance boards

Manage opening / closing tasks, maintain 5S and visual controls process, properly and regularly communicate to management department results/ strategies and process changes / improvements,

Manage and complete day to day call center operations; enhance guest experience, manage customer escalations, manage call quality grading and coaching, sales/store support

Maintain AFI / BBB / lean / phone / resolution / delivery / service/ executive dashboards, refund request processing, care credit processing, process release forms, manage customer support email, manage online complaints / resolution, manage montage claims process, maintain all request log, manage third-party service company, maintain pictures & exception logs from TPD / TPS / Guests

Service technician follow up, service tech work order log, maintenance, service work order batching, maintain service metrics, maintain service request logs from stores, service payments, service charges for out of warranty & parts, service qualify: obtain pictures / order parts, GBS claims, / track parts orders from vendors, process AFI service parts invoices, maintain E/E, return, repair trend, furnish DSP results, manage open Service Tickets

Performs administrative tasks and other duties as assigned by management

Additional duties and responsibilities may be added as needed and subject to change.

Required skills and qualifications

Bachelors degree preferred

Bilingual in English & Spanish

Experience working in a call center or customer-support role

Strong active-listening and verbal-communication skills

Proficiency in problem-solving

Ability to multitask and manage time effectively

Proven experience as call center supervisor or similar supervisory position

Experience in customer service is essential

Proficient in English; Good knowledge of additional languages will be a definite plus

Working knowledge of MS Office

Tech savvy with knowledge of telephone equipment and relevant computer programs

Knowledge of performance evaluation procedures

Outstanding communication and negotiation abilities

A results-oriented approach

Excellent organizational and leadership skills

Ability to work under pressure

Schedule: Monday Saturday, full-time hours based on business needs. Flexibility with hours and/or additional days required on weekends.