Contact Center Specialist Lead

EverBank • Irvine, CA

10d

About The Position

The Contact Center Specialist Lead directly supervises Contact Center staff that provide outstanding customer service to the organization's customers. This job is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by internal standard operating policies. Through effective supervision, the Contact Center Specialist Lead contributes to high quality customer service and long-term retention of customers. This role will serve as a Team Lead within the Contact Center team, supporting our Vendor Equipment Finance business.

Requirements

• 3+ years of contact center experience
• 1+ years of supervisory experience
• Strong customer service skills
• 3+ Years Required; 5+ Years Preferred
• Vocational and/or Technical Education Preferred

Nice To Haves

• Prior experience coaching and mentoring a team to improve performance and achieve key performance indicators (KPIs)
• Tenured experience working in a call center environment
• Prior vendor equipment finance experience
• Strong written and verbal communication skills

Responsibilities

• Establishes customer service work processes and standards in line with organizational customer service initiatives and goals.
• Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.
• Coaches team members on client questions and assists with the most complex issues.
• Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.
• Forecasts future call volumes and creates employee work schedules to meet anticipated demands.
• Conducts weekly team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed