Call Center Team Lead

Job Description

Job Description

Join the Nation's #1 Trane Dealer : Reliable Heating and Air is growing and we are looking for A Customer Service Call Center Supervisor to join our team! We offer a very competitive salary, opportunity to grow and full benefit. We care deeply about training and development. Apply now for an opportunity to join the team today!

Summary

As a Call Center Team Lead in our transitioning sales-oriented environment, you will play a pivotal role in guiding and motivating a team of Customer Service Representatives (CSRs) to achieve sales targets while maintaining exceptional customer service standards. Your leadership will be instrumental in coaching the CSRs to exceed performance metrics. You will assist the Call Center Manger with managing call flows, call volumes, efficient call handling processes, training and development. Team Leads will foster a proactive sales culture, ensuring team productivity, and drive revenue growth.

Essential Functions

• Lead, mentor and motivate a team of CSRs to meet and exceed all objectives
• Conduct regular coaching, role playing sessions and performance evaluations to identify areas for improvement and professional development.
• Analyze all KPIs and implement strategies to enhance performance and productivity.
• Address escalated customer issues promptly and effectively, maintaining customer satisfaction.
• Promote a customer-centric approach while integrating sales techniques into service calls.
• Operate as knowledge expert for Reliable Heating & Air products and services to assist CSRs with complex customer requests and escalations.
• Oversee floor coverage and monitor attendance and report to the Manager any areas that fall outside of established attendance protocols.
• Call monitoring through dial in or sit–ins to ensure consistent performance from CSRs, as well as the implementation of feedback on companywide initiatives, customer experience goals and Call Excellence Focus Pillars.
• Conducts call quality monitoring and evaluations of CSRs performance by following the call quality model and rating guide to ensure quality metrics and standards are met and / or can identify the areas of opportunity where improvement can be achieved that will improve customer NPS (Net Promoter Score).
• Strong record keeping skills on customer experience and sales metrics.
• Call monitoring through dial in or sit–ins to ensure consistent performance from CSRs, as well as the implementation of feedback on companywide initiatives, customer experience goals and our Guiding Principles.
• Provides multiple touch points through coaching sessions, huddles, team meetings to CSRs to close knowledge gaps, develop skills and continually grow performance.
• Collaboratively working with department Managers to ensure CSRs action plans, goals and performance are aligned. Evaluates, records, and keeps track of all call quality and performance metrics for each.
• Details action plans and consistently follows up to ensure the CSR is improving their performance. Provides weekly / monthly CSR / team reports summarizing findings and recommendations to the management team.
• Generates weekly / monthly call quality reports for the Management Team.
• Develops refresher presentations / job aids to present in team huddles to consistently drive performance metrics.
• Provides input and assists with developing additional training or policy and procedure changes required to enhance service productivity and CSR performance.
• Provides coaching, advice and guidance based on call quality findings and delivers performance feedback to CSRs as outlined in the Call Quality guide policies and procedures.
• Provide coaching, advice and guidance to Customer Care Specialist Retention and Resolution and review their calls and buyouts, emails, and text, etc.
• Assisting with, or delivering, if necessary, new training and ongoing training when it is needed.
• Participates in meetings or other designated special projects as assigned by department management.
• Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Additional operational tasks as assigned.
• Other duties as assigned by Management.
• Schedule : Must be available to work nights and weekends on a rotating basis to service emergency needs of our customers

Qualifications

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.