Call Center Team Lead

Cennox

4d

About The Position

As a Call Center Team Lead, you will be responsible for consistently meeting and exceeding individual goals while driving the team towards department goals. You will demonstrate a proven capacity to resolve customer issues quickly along with coaching and training others to resolve customer issues. With strong de-escalation skills and a customer-centered mindset, you will maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Requirements

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Ability to retain large amounts of information
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed
• 1+ years of Customer Service Supervisor experience, preferred
• 2+ years of customer service experience, strongly preferred
• High school diploma or equivalent, required

Responsibilities

• Provide team with support and be available to answer questions
• Monitoring and driving phone queues, inboxes, and portals to decrease ABN (Abandonment) rates, lowering wait and response times.
• Handle customer escalations through completion
• Prepare monthly reports
• Manage team schedule
• Deliver new hire and continuous training courses
• Perform additional duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees