Title: Team Lead / Trainer
Department: Operations
Reports to: Program Manager
Job Summary:
The purpose of the Team Lead is to be a subject matter expert (SME) on all call center processes and policies. Primary duties are to support inbound and escalated calls referred by Customer Service Professionals as well as oversee Customer Service Professionals’ behavior when providing floor support.
This will be a TL/Trainer split role.
Duties/Responsibilities:
- Accept and resolve escalated calls, emails or chats referred from Customer Service Professionals.
- Assist Customer Service Professionals with escalated customer calls to ensure quality assurance standards are maintained.
- Coach Customer Service Professionals on the technical aspects of calls resulting from QA monitors, client feedback and performance metrics (such as average handle time).
- Oversee Customer Service Professionals’ behavior when providing floor support, including schedule adherence, proper use of statuses, etc.
- Escalate repeated behavioral issues and policy violations to the team manager.
- Provide front line support to Customer Service Professionals, answering complex questions related to processing transactions, product knowledge, client policies/procedures and/or use of systems.
- Act as a subject matter expert for multiple brands.
- Research and troubleshoot escalated calls with customers and Customer Service Professionals; implement best course of action to resolve issues and drive first call resolution.
- Perform duties of Customer Service Professionals during high call volume periods as needed and effectively resolve customer inquiries.
- Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company values and standards.
- Escalate issues or immediate needs to management that may impact the department and/or client.
- Make recommendations to management team related to continuous process improvement in order to pinpoint and resolve problems, reduce errors, and prepare for marketing drives, procedural changes, new product roll out, system changes, etc.
- Abide by corporate policies and procedures in all aspects of employment; must handle confidential information appropriately.
- Foster a positive, successful, and professional work environment.
- Resolve operational and interdepartmental problems quickly.
- Other duties as assigned by management.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Excellent knowledge of customer applications.
- Proficiency with personal computers including Microsoft Word software.
- Working knowledge of Excel, Power Point and other Microsoft Office products.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Demonstrated proficiency in effectively interacting with customers and employees; able to handle de-escalations to a positive end.
- Ability to rapidly acquire a thorough knowledge of clients’ processes and procedures; ability to effectively communicate those processes and procedures through training.
- Ability to appropriately handle confidential information.
- Flexible with regards to work schedule.
- Bilingual a plus (Preferred).
Education and Experience:
- High School Graduate or equivalent.
- Minimum of 1-year previous experience as a call center representative.
- Previous supervisory/leadership experience (Preferred).
- Experience servicing the S2G clients (Preferred).
- Some college preferred.
Physical Requirements:
- Light Work Examples: Work performed primarily while sitting at workstation; frequently operating computer keyboard and other office equipment; frequently gaining access to documents which may involve bending, stooping, lifting and reaching; occasionally walking and standing to assist Customer Service Professionals.
- Requires working weekends, evenings and holidays as needed.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
