Spanish / English Bilingual Team Lead
Expectations for team leads: 1. Provide exemplary customer service to callers and professional responses to escalated calls. 2. Remain flexible to take on any call center role as instructed, be available when overtime is needed. 3. Know what the best use of your time is: - When to go available and take calls, always being ready to jump on the phones when we are in high call volume. - When to coach CSRs. - Know what you should be doing during down time, do not engage in chit chat with CSRs. 4. You are responsible for your group of approximately 10 CSRs, including making sure they understand all CSR requirements and systems. You will also be back for other leads when needed. 5. Monitor the call queues. (Be prepared to say…this means being at your desk to see a software program called Interaction Supervisor and moving staff to be available when there are call waits and/or adding staff to possibly ‘pick’ calls or grabbing calls yourself.) 6. Floor walking in your area, but always be available for all CSR questions. 7. Report to your Supervisor all call center policies that are not being followed. 8. Enforce proper building etiquette and be sure to stop negative behavior in the moment and report this immediately to your Supervisor. 9. Complete assigned quality monitoring. 10. Daily timekeeping review/reporting for your assigned CSRs. 11. Communicate with the entire leadership team. 12. Always stay positive, supportive, and engaged! Ultimately, being a lead is about being a role model in all of your words, actions, or lack of action.
EQUAL OPPORTUNITY EMPLOYER
Atterro supports affirmative action and equal employment opportunity. Atterro will provide equal employment in employment practices to all associates and applicants for employment. Employment decisions shall be made without regard to any protected characteristic such as, but not limited to, race, color, religion, gender, age, disability, national origin, ancestry, gender identity, sexual orientation, marital status, status in regard to public assistance, disabled veterans, recently separated veterans, Armed Forces service medal veterans and other protected veterans, genetic information and other legally protected classes. Furthermore, Atterro is an E-Verify employer. Information provided on this application will not be used for any discriminatory purposes. Atterro complies with all applicable federal, state and local non-discrimination laws and regulations. Atterro will provide reasonable accommodations in the application or interviewing process. If you need a reasonable accommodation in the application or interviewing process, please contact us.
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