Call Center Lead

WIN Waste Innovations•Newington, NH

10h•Onsite

About The Position

WIN Waste Innovations is looking for a Call Center Lead at our corporate office in Portsmouth, NH. The Care Center Team Lead is a hands-on leader in the care center. They are flexible, take calls when the queue is busy and handle escalated calls when needed. They are experts at positive customer interaction, handling customer inbound calls and are able to share their knowledge with other agents. They will walk the floor to answer and assist with care agent questions or concerns. They help the team achieve all metrics and objectives.

Requirements

Proficient in Trux and all Call Center Systems
High School Diploma or GED required

Nice To Haves

Flexible
Experts at positive customer interaction
Excellent people skills

Responsibilities

Take calls when the queue is busy
Handle escalated calls when needed
Share knowledge with other agents
Walk the floor to answer and assist with care agent questions or concerns
Help the team achieve all metrics and objectives
Demonstrate excellent call quality and be role models for other agents
Handle escalated irate customer calls
Coach peers when/if needed
Work well with other call center leaders
Build/update knowledge articles in SFDC
Maintain positive work environment by acting and communicating in a manner so that you get along with customers, clients, vendors, co-workers and management