Call Center Team Lead (In-Office)

Digital Risk, LLC.•San Antonio, TX

1d•$23•Onsite

About The Position

In the role of Account Supervisor, your responsibility is to oversee and motivate the Outreach and Loyalty teams, who are tasked with supporting account managers within our clients’ internal teams. Your team will closely collaborate with Marketing Sciences, Sales, Contract Management, and other stakeholders to analyze high-risk customers, playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement for Business Market and Public Sector customers. This position is vital for maintaining seamless account operations, supporting client relations, and fostering team success. Essential responsibilities for this white glove service include managing the team, tracking performance, solving problems, and ensuring effective communication with higher management. As this is a brand-new program, flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business.

Requirements

White Glove Customer Service: 1-2 years
Team Lead Experience: 3+ years
Project Management: 2+ years
Data Analytics: 2+ years
Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM), and tools like Microsoft Office
Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions
Ability to convey information accurately and efficiently to both internal team members and external stakeholders, both verbally and in writing
Ability to manage multiple priorities, meet deadlines, and maintain accurate records
Adaptive to changing situations in a competitive market
Ability to identify and resolve complex client issues and make sound decisions using strong analytical and problem-solving skills

Nice To Haves

Technical and Public Sector customer experience: 1+ years
Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
Experience troubleshooting hardware, software, applications, network, and device issues
Experience in a similar role: 1+ years

Responsibilities

Serving as a liaison between the account management support team, account managers, and other departments (e.g., Sales, IT, Operations)
Assisting account managers with client onboarding, account maintenance, and issue resolution, including technical or account assistance. Handling escalated client issues and ensuring timely and effective communication with clients.
Working collaboratively with the team and other departments to provide solutions to challenges
Document customer interactions thoroughly using CRM tools to ensure alignment and visibility
Knowledge of and adherence to telemarketing laws
Supporting the onboarding experience and assisting new hires with acclimating to the company culture
Supervising, mentoring, and coaching account management specialists. Assigning tasks, setting performance goals, conducting regular team meetings, and timekeeping.
Providing training and development opportunities for new and existing team members to enhance their skills and knowledge in account management and related areas
Tracking team performance against key metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer satisfaction.