Team Lead- Call Center
Pro Staff in partnership with a large company that acts as a third party administrator for class action settlements has an exciting opportunity available for a Team Leader!
The basic function of the call center lead is to support the call center team in ensuring the success of the project within defined scope, schedule, cost and quality.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.