Call Center Team Lead

doTERRA International LLC•Pleasant Grove, UT

19h•Hybrid

About The Position

At doTERRA, employees are encouraged to expand their skill sets and are provided opportunities for growth and movement within the company to achieve personal career goals. The Call Center Team Lead is a full-time position responsible for coaching and encouraging their team to deliver the highest quality customer service. The role operates within the hours of 8:00am-6:00pm and offers an in-office or hybrid work location, with the hybrid schedule requiring 3 days in the office, specifically Tuesdays and Thursdays. doTERRA International, LLC. is committed to employing a diverse workforce and provides equal consideration to qualified applicants regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. The company prides itself on a unique culture, core values, and a commitment to success, driven by self-disciplined, hardworking, curious, trustworthy, humble, and truthful employees who prioritize teamwork and collaboration, making doTERRA a top workplace.

Requirements

Fluent in English
Provides the highest level of customer service to our customers and Wellness Advocates
Consistently meets department standards for contact monitoring scores, schedule adherence, and after-contact work
Strict adherence to full attendance policy
No formal discipline within the past 3 months
Enjoy working with people and show genuine caring (strong internal soft skills)
Self-motivated and proactive
Leadership skills
Responsible, dependable, and hard-working
Able to multi-task

Nice To Haves

All skill levels are considered, level 3 preferred but not required
Knowledge of Specific Service and GAC market preferred but not required

Responsibilities

Call monitor agents and provide one-on-one feedback
Create and review action plans for improvement with agents
Recognize and show appreciation for employees' efforts
Assist in the disciplinary process of employees
Help find solutions to provide better service
Meet with agents as necessary
Be available to answer questions
Take part in coordinating, planning and providing training
Handle escalated/dissatisfied customer concerns as necessary
Daily attendance follow-up
Update action logs and other documentation on a weekly basis (or when needed) and complete monthly reporting
Take contacts when scheduled, and other ad hoc assignments as necessary
Help address and report market- and/or team-specific issues
Work on campus as needed ie., initial training period determined by managers, quarterly visits, etc