Call Center Team Leader
The Team Leader will directly supervise and coordinate the activities of Customer Service Representatives (CSRs) engaged in handling service orders, telephone inquiries, and emails in order to ensure a positive customer experience.
Responsibilities
- Monitor CSR daily work time performance tools, quality monitoring scoring, and other performance indicators to ensure compliance with service level and quality assurance quotas
- Work with Contact Center Manager to set goals and refine leadership skills
- Handle and resolve escalated customer calls and complaints in a timely manner
- Work with various departments to identify issues and provide feedback on possible barriers to customer satisfaction
- Work with members of the Operations department when troubleshooting orders, systems, and escalated issues
- Recommend changes to improve performance of CSRs
- Conduct daily staff huddles to communicate policies and/or procedure changes, updates, daily news, reminders, and encouragement/motivation
- Attend weekly management meetings to obtain critical information on customer service performance
- Monitor and maintain attendance reporting by reviewing and logging agent absences, tardies, and approved time off on the departmental calendar
- Review agent performance reports for areas of improvement and focus, and communicate performance issues with management for possible follow-up and documentation
- Conduct side-by-side, weekly, and monthly performance reviews and deliver on-the-floor coaching/corrective action for CSRs
- Act as on-site supervisor on weekends and for remote locations
Snapshot of the Ideal Candidate
- Minimum 2 years supervisory experience, preferably in a customer service environment
- Demonstrated PC proficiency in MS Office (Word, Excel, and Outlook)
- Detail-oriented with outstanding written and verbal communication skills
- Flexibility to work shifts between 5:45 AM and 6:00 PM, 7 days a week
- Willing to travel locally
- Ability to demonstrate appropriate problem-solving and leadership skills as well as the patience needed to help create a productive and positive work environment
- College degree and previous multilevel marketing (MLM) experience preferred but not required
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Posted: 12/12/2007
