Job: Call Center Customer Service Team Lead

Primary responsibilities include answering customer inquiries, resolving escalated issues, providing floor coverage as scheduled and providing assistance to Customer Service Representatives as assigned while demonstrating effective time management skills. This associate acts as a role model for all Customer Service Representatives; a team expert providing genuine and courteous responses to our customers while exercising first customer focus.

Primary Responsibilities:

• Consistently meets performance expectations including ongoing phone time. Motivates and encourages team members.
• Provides weekly reporting of performance and behavioral trends compiled through team observation to management.
• Communicates professionally across all sites and levels of the organization.
• Meets with Supervisor daily to discuss plans/strategy for the day, provides feedback regarding observations. Completes delegated tasks and duties. Meets deadlines set by Supervisor.
• Demonstrates a standard of courteous, convenient and correct brand of service. Resolves escalated calls. In addition, handles customer inquiries daily to maintain subject matter expertise. Recognizes call center trends and communicates recommended solutions to management. Participates in quality calibration sessions and department meetings.
• Responds to questions from team and department to ensure timely resolution of customer inquiries. Provides on the spot assistance to associates as they assist customers, and works with associates on performance opportunities at the direction of the Supervisor.
• Monitors schedule adherence and communicates exceptions to the Supervisor. Notifies the Supervisor of any disciplinary issues. Maintains confidentiality in relation to any associate information he/she may be subject to.

• Bachelor's degree preferred.
• Previous Call Center experience.
• Demonstrates presentation and analytical skills.
• Ability to multi-task and meet deadlines while maintaining composure in a fast-paced environment.
• Ability to work as part of a team and interact effectively with others.
• Strong oral and written communication and listening skills.
• Working knowledge of Microsoft Office applications and other call center technology as applicable.
• Flexibility with hours. Weekends are required.

Additional Information and Disclaimers:

• Reliable attendance is required.
• Effective verbal and written communication skills.
• Ability to work as part of a team and interact effectively with others.
• Critical features of this job are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons
• Weekend availability required

Flexibility in hours needed. Hours will be around 10:30am-7:00pm and will vary in start time and days off.