Call Center Team Lead

Summary


The position of Call Center Team Lead will provide the next level of support, supporting the team daily. Reporting to the Call Center Manager, this individual is responsible for coaching a team of Customer Service Representatives to exceed performance metrics in place. She/He/They will assist the Call Center Manager with managing call flows, call volumes, efficient call handling process, and training and development.

Essential Functions

• Operate as knowledge expert for Reliable Heating & Air products and services to assist CSRs with complex customer requests and escalations.
• Oversee floor coverage and monitor attendance and report to the Manager any areas that fall outside of established attendance protocols.
• Call monitoring through dial in or sit-ins to ensure consistent performance from CSRs, as well as the implementation of feedback on companywide initiatives, customer experience goals and Call Excellence Focus Pillars.
• Conducts call quality monitoring and evaluations of CSRs performance by following the call quality model and rating guide to ensure quality metrics and standards are met and/or can identify the areas of opportunity where improvement can be achieved that will improve customer NPS (Net Promoter Score).
• Strong record keeping skills on customer experience and sales metrics.
• Call monitoring through dial in or sit-ins to ensure consistent performance from CSRs, as well as the implementation of feedback on companywide initiatives, customer experience goals and our Guiding Principles.
• Provides multiple touch points through coaching sessions, huddles, team meetings to CSRs to close knowledge gaps, develop skills and continually grow performance.
• Collaboratively working with department Managers to ensure CSRs action plans, goals and performance are aligned. Evaluates, records, and keeps track of all call quality and performance metrics for each.
• Details action plans and consistently follows up to ensure the CSR is improving their performance. Provides weekly/monthly CSR/team reports summarizing findings and recommendations to the management team.
• Generates weekly/monthly call quality reports for the Management Team.
• Develops refresher presentations/job aids to present in team huddles to consistently drive performance metrics.
• Provides input and assists with developing additional training or policy and procedure changes required to enhance service productivity and CSR performance.
• Provides coaching, advice and guidance based on call quality findings and delivers performance feedback to CSRs as outlined in the Call Quality guide policies and procedures.
• Provide coaching, advice and guidance to Customer Care Specialist Retention and Resolution and review their calls and buyouts, emails, and text, etc.
• Assisting with, or delivering, if necessary, new training and ongoing training when it is needed.
• Participates in meetings or other designated special projects as assigned by department management.
• Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
• Additional operational tasks as assigned.
• Other duties as assigned by Management.
• Schedule: Must be available to work nights and weekends on a rotating basis to service emergency needs of our customers

Qualifications

• Preferred previous experience leading, coaching or training a SALES ORIENTED customer representative team (preferably within a Call Center environment).
• Previous experience coaching to develop and increase CSR performance to achieve company objectives.
• Experience facilitating customer excellence training and providing coaching sessions in a classroom/virtual setting.
• Experience with evaluating calls and coaching CSRs to exceed customer quality standards, sales, and performance metrics.
• High energy, positive attitude, and ability to work in a fast paced, changing environment.
• Creative with coaching, supporting teams/team members in a customer focused, sales driven environment.
• Strong verbal, written communication skills
• The individual needs to be passionate about providing exceptional customer service, resolving problems, identifying root causes and continuous improvement ideas and being able to grow these values within others.
• Strong proficiency in Microsoft Office - Outlook, Excel, and PowerPoint
• Excellent analytical and problem-solving skills.
• Eye for attention to detail, and ability to multi-task and handle high volumes.
• Experience in an HVAC coaching role is considered a strong asset.
• Experience with Service Titan is considered a strong asset.

Please note that any offer of employment is conditional upon successful completion of a background check, drug screen, and motor vehicle record review (as applicable).

Reliable is proud to be an equal opportunity employer, celebrating diversity and creating an inclusive environment for all employees. We do not discriminate in our employment practices based on race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, genetic information, pregnancy or related condition, marital status, military or veteran status or any other basis protected by federal, state, or local law.