What are the responsibilities and job description for the Call Center Team Lead position at Tuck & Howell Plumbing, Heating & Air?
About Us: Tuck & Howell Plumbing, Heating, & Air is a family-owned establishment with a proud legacy dating back to 1969. We are dedicated to providing top-notch comfort services to our community. Our tradition of service is rooted in our commitment to excellence, ensuring that every job is done right the first time. Our team of skilled licensed/certified professionals consistently achieves timely and precise completion of tasks, embodying our promise to our customers.
Position Overview: We are seeking an experienced Call Center Team Lead to manage and optimize our call center operations. The ideal candidate will be adept at using data-driven approaches to make informed decisions, proficient in Excel (including pivot tables), and possess strong skills in training, schedule management, and quick decision-making. Experience with ServiceTitan is a significant plus.
What We Offer:
- Competitive pay
- Continuous learning opportunities
- Career path opportunities
- Up to 95% of employer-paid medical insurance
- PTO available 90 days after the start date (dependent on the time of month hired)
- 7 paid holidays
- Annual holiday parties
- Quarterly company breakfast
Benefits: Medical, Dental, Vision, Life, and Short Term Disability insurance, PTO, and Holiday Pay
Key Responsibilities:
- Supervise daily operations within the call center, ensuring agents adhere to schedules, call handling protocols, and customer service standards.
- Train new hires on call center procedures, software applications, and customer service excellence, ensuring they are fully prepared for their role.
- Monitor call center metrics, such as call volume, average handle time, and customer satisfaction scores, to identify trends and areas for improvement.
- Provide coaching and feedback to team members to enhance performance and achieve key performance indicators (KPIs).
- Assist with handling calls during peak times or as needed to maintain service levels.
- Utilize data analysis to make informed decisions and implement strategies for process improvement.
- Manage team schedules to ensure adequate coverage and optimal performance.
Qualifications:
- Proven experience in a call center leadership role.
- Proficiency in Microsoft Excel, including the ability to create and analyze pivot tables.
- Strong analytical skills with a data-driven approach to decision-making.
- Excellent training and coaching abilities.
- Effective schedule management skills.
- Ability to make quick, informed decisions in a fast-paced environment.
- Experience with ServiceTitan software is highly desirable.
- Exceptional communication and interpersonal skills.
Salary : $26 - $30
