Pro Staff

Call Center Lead

3 days left

Pro Staff
Jun 25, 2018
Jul 25, 2018
Pro Staff
Job Type
Employment Status
Full Time
Pro Staff is looking for a Call Center Lead to join our team working for a large company in downtown Minneapolis!  Our ideal candidate would have supervisory experience, preferably in a call center. In this position you will leading the call center team in support to ensure the success of projects.

Essential Functions & Responsibilities :
  • Regular communication with call center supervisors and managers.
  • Provide exemplary customer service to callers.
  • Ensure Rust policies are followed by Call Center staff.
  • Maintain call center staff productivity and ensure expectations are met by CSRs.
  • Monitor call queue.
  • Stay abreast of specific changes to call center procedures and/or scripting on cases and to changes on all cases as applicable for each case. 
  • Maintain effective and positive relationships with CSRs, supervisors, and manager.
  • Be prepared to assist CSRs with any call question or escalation.
  • Communicate client issues which may affect results, or be pertinent to client, to call center supervisors or manager.
  • Be prepared to take any call center role to ensure departmental success.
  • Ability to work hours needed for appropriate supervisory project coverage.


  • Minimum of 1 year call center experience
  • High School Diploma or G.E.D.
  • Acceptable to superior personal quality monitoring scores and productivity.
  • Strong attention to detail.
  • Ability to communicate appropriate feedback, information, and directions both orally and in writing.
  • Ability to create and maintain spreadsheets in Excel.
  • Ability to learn and retain large quantities of case specific information.
  • Good organizational skills, including multi-tasking and prioritization in a fast-paced work environment.
  • An understanding of the call center technology and internal applications.
  • Strong leadership skills, including leading by example.
  • Working knowledge of Microsoft Office Suite.
  • Strong customer service skills.
  • Flexibility in work schedule to accommodate business needs.
  • Positive and professional attitude.
Compensation for this position is $14.25/hr.  Position in project based, length dependent upon call volume.

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