Call Center Team Leader

Job Description

Job Description

Job Summary

The Call Center Team Lead will assisting and maintaining that reps are staying available for inbound calls and maintaining SLA goals. The Team Lead will be responsible for taking/making level 2 escalated calls from/to the consignees and responding to urgent emails from consignees, Place of Purchase & upper management. The Team Lead will assist the with training of new reps for the team. The Team lead will also assist with distributing reports, tips, best practices and suggest solutions for bottle necks. The Team Lead will also assist with task or projects to support the contact center.  Take calls daily or as assigned to maintain call handling skills and knowledge and support the achievement of service levels.

Summary of Essential Job functions:

• Do everything possible to ensure that the customer has a positive experience with the call center and the overall delivery experience

• Communicate issues and trends that you see related to performance of the team and our overall service

• Handle escalated calls and emails and resolve the issue(s).  Escalate issues you cannot resolve

• Deescalate an upset customer

• Answer overflow of incoming calls and make outbound calls as needed

• Monitor inbound calls and staff availability using tools in RingCentral to ensure we are meeting SLAs and goals

• Assist with problem solving and resolving issues / Taking calls when needed

• Provide feedback to team to improve handle time, soft skills, systems navigation skills

• Reply to customer emails & emails

• Reviewing inbound/outbound calls, emails to assist with the Q&A process

• Facilitating meetings with Manager to discuss trends, tips, recommendations, updates to assist with team development and process improvement

• Assist with building and maintaining team morale

• Prioritize and multitask and have a strong sense of urgency

• Assist with training as requested and appropriate

• Handle any other tasks or projects as requested

• Ability to work independently

• Other duties, as assigned

Education/Experience Requirements:

• A minimum of 3 year of High- Volume Call Center Experience  

• Flexibility to work different shifts (including evenings, weekends, or holidays)

• Willingness to participate in training

• Excellent listening skills and an empathetic voice and manner

• Dedication to customer satisfaction

• Basic knowledge of computer software and office systems

• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer

• Must have a strong work ethic with a professional, positive attitude

• Strong interpersonal and communication skills

COME GROW WITH US! 

Fragile PAK committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, citizenship status, disability or veteran status.

First and foremost, Progistics dba Fragile PAK values our people, encourages their development and reward their performance. Our mission is to develop relationships that make a positive difference in our customers’ and employees’ lives. Our vision is to uphold the highest standards of integrity in all of our actions. We work together, across all boundaries, to meet the needs of our customers in a timely manner

Company Description

First and foremost, Progistics dba Fragile PAK values our people, encourages their development and reward their performance. Our mission is to develop relationships that make a positive difference in our customers’ and employees’ lives. Our vision is to uphold the highest standards of integrity in all of our actions. We work together, across all boundaries, to meet the needs of our customers in a timely manner